Business

Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions (read more)

Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more.

Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: * Updated instructor support materials online * Full colour interior * Brand new international case illustrations from many industry settings * Substantial revisions throughout, including new content on: * Social media and social CRM * Big data and unstructured data * Recent advances in analytical CRM including next best action solutions * Marketing, sales and service automation * Customer self-service technologies * Making the business case and realising the benefits of investment in CRM Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management. (hide)

NAMED BEST MARKETING BOOK OF 2011 BY THE AMERICAN MARKETING ASSOCIATION How organizations can deliver significant performance gains (read more)

NAMED BEST MARKETING BOOK OF 2011 BY THE AMERICAN MARKETING ASSOCIATION How organizations can deliver significant performance gains through strategic investment in marketing In the new era of tight marketing budgets, no organization can continue to spend on marketing without knowing what's working and what's wasted. Data-driven marketing improves efficiency and effectiveness of marketing expenditures across the spectrum of marketing activities from branding and awareness, trail and loyalty, to new product launch and Internet marketing. Based on new research from the Kellogg School of Management, this book is a clear and convincing guide to using a more rigorous, data-driven strategic approach to deliver significant performance gains from your marketing.
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Just making a decision can be hard enough, but how do you begin to judge whether it's the right one? Chip and Dan Heath, authors (read more)

Just making a decision can be hard enough, but how do you begin to judge whether it's the right one? Chip and Dan Heath, authors of number 1 New York Times best-seller Switch, show you how to overcome your brain's natural shortcomings. In Decisive, Chip and Dan Heath draw on decades of psychological research to explain why we so often get it very badly wrong - why our supposedly rational brains are frequently tripped up by powerful biases and wishful thinking. At the same time they demonstrate how relatively easy it is to avoid the pitfalls and find the best answers, offering four simple principles that we can all learn and follow.

In the process, they show why it is that experts frequently make mistakes. They demonstrate the perils of getting trapped in a narrow decision frame. And they explore people's tendency to be over-confident about how their choices will unfold. (hide)

Digital marketing is now essential to making products and services a success and digital marketers are more and more in demand. This (read more)

Digital marketing is now essential to making products and services a success and digital marketers are more and more in demand. This book is your guide to becoming an efficient and effective digital marketer, covering the expertise and array of skills you will need; how to stay current and future-proof your career; useful digital marketing tools, channels, frameworks and procedures; how to measure campaign success, and how to take the next steps to advance your digital marketing career.

Published:26 Nov 2018 (hide)

Dream, Believe, Dare, Do: These words reverberate across the decades of Disney achievement. Everything Walt Disney did-every choice (read more)

Dream, Believe, Dare, Do: These words reverberate across the decades of Disney achievement. Everything Walt Disney did-every choice he made, every strategy he pursued-evolved from these four principles. In this new edition of The Disney Way, the authors dive even deeper into their classic account of Walt Disney's success credo to inspire you to embrace a customer-centric culture.

Profiling a new set of diverse organizations, Bill Capodagli and Lynn Jackson show how any company, big or small, startup or Fortune 500, can use Walt's principles to increase performance, improve profitability, and reach the highest echelon of business creativity, innovation, and success. And, for the first time ever, the authors have produced an entire chapter that provides a roadmap for implementing a Dream, Believe, Dare, Do culture in any organization. Features organizations that have revamped their strategies to focus on customer service excellence or have reinvented their cultures or are in start-up mode including TYRA Beauty, zTailors, and more Named "Best Business Book of the Year" by Fortune magazine and cited as "so useful, you may whistle while you work."Includes new and updated chapters on developing a culture of excellence, the importance of supporting a company's product or service, a detailed account of one organization's three-year journey to achieve a "Disney Way" customer-centric journey, lessons from the CEO of Disney, Bob Iger, and more Authors are in constant demand for their Disney and Pixar keynotes and workshops, and have assisted countless businesses worldwide in reaching their utmost potential by applying the Disney and Pixar principles. (hide)

"Every successful achievement in life begins with a positive thought and a conscious decision" Entrepreneur and businesswoman Bev (read more)

"Every successful achievement in life begins with a positive thought and a conscious decision" Entrepreneur and businesswoman Bev James uses coaching and profiling principles to inspire people to be single-minded, learn how to plan, prioritise, delegate and take action to get things done and get them done well in work and in life. To be successful you must have a passion for action and belief in your idea. You must recognise the right opportunity and take appropriate action to ensure follow through and drive the project to completion.

But how do you decide which idea to run with and which action should become your top priority? In eight simple steps, Bev's down-to-earth Do It or Ditch It approach teaches you how to make clear decisions from the outset so that at every step along the way, you will be more likely to succeed. (hide)

'An adventure into the very human science of making breakthroughs together.' - Charles Duhigg, Pulitzer Prize-winning journalist (read more)

'An adventure into the very human science of making breakthroughs together.' - Charles Duhigg, Pulitzer Prize-winning journalist and author of The Power of HabitThe best groups are more than the sum of their parts - but why does teamwork so often fail to fulfill this promise? Award-winning entrepreneur and journalist Shane Snow takes us on an extraordinary tour of the hidden science of team dynamics, revealing the counterintuitive reasons that some groups break out while far too many break down. Examining history-making groups like the Wu Tang Clan and the Russian national hockey side alongside teams whose failures have had lasting impact, Snow reveals the answers, and what the rest of us can learn from the rare teams that do the impossible together. In this stimulating, pacey adventure through history, neuroscience, psychology, sports and business, Snow explores the secrets of the best teams the world has to offer. (hide)

For decades there have been two iconic Japanese auto companies. One has been endlessly studied and written about. The other has been (read more)

For decades there have been two iconic Japanese auto companies. One has been endlessly studied and written about. The other has been generally underappreciated and misunderstood.

Until now. Since its birth as a motorcycle company in 1949, Honda has steadily grown into the world's fifth largest automaker and top engine manufacturer, as well as one of the most beloved, most profitable, and most consistently innovative multinational corporations. What drives the company that keeps creating and improving award-winning and bestselling models like the Civic, Accord, Odyssey, CR-V, and Pilot? According to Jeffrey Rothfeder - the first journalist allowed behind Honda's infamously private doors - what truly distinguishes Honda from its competitors, especially archrival Toyota, is a deep commitment to a set of unorthodox management tenets. (hide)

Drucker on Asia is written in two parts (Times of Challenge & Time to Reinvent) which is the result of a dialogue between Peter Drucker (read more)

Drucker on Asia is written in two parts (Times of Challenge & Time to Reinvent) which is the result of a dialogue between Peter Drucker and Isao Nakauchi on international themes. Drucker On Asia is the result of extensive dialogue between two of the world's leading business figures, Peter F Drucker and Isao Nakauchi. Their dialogue considers the changes occuring in the economic world today and identifies the challenges that free markets and free enterprises now face with specific reference to China and Japan.

Published: 23 Aug 2019 (hide)

Thousands of established businesses fail every year because of the way they are organised, or re-organised. Business survival can (read more)

Thousands of established businesses fail every year because of the way they are organised, or re-organised. Business survival can depend not only on whether its structures and reporting lines meet the needs of the market, but also whether they can adapt in the face of a rapidly changing business environment. Yet managers seldom talk coherently about structuring or restructuring their operations, let alone take a systematic approach to this vital issue.

Too often, companies are restructured for the wrong reasons - for example, because a new CEO wants to make an impact, or to work around a new IT system. This revised and updated Economist Guide shows how leaders should think about and implement the design of a company, using five easy-to-use guiding principles: - Design a company around its strategy and the operating context, not for ulterior or non-business reasons; - Think holistically - don't restructure just one division without taking into account other operations; - Consider future markets, customers and trends, not just what works best now; - Invest time and resources: - a redesign can be complicated to implement and must be done without disrupting daily activities; and - Go back to the basics of how the company operates and its market position; this is not a repair job to fix a short-term problem. (hide)