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Senin, 22 April 2013

[E253.Ebook] Get Free Ebook Customer Relationship Management, by Francis Buttle

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This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes:

� A Tutor Resource pack available to instructors who adopt this text

� Case examples illustrating CRM in practice

� Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service

Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with�eight new chapters.

Sales Rank: #993221 in Books
Brand: Brand: Routledge
Published on: 2008-10-16
Original language: English
Number of items: 1
Dimensions: 9.69" h x 1.06" w x 7.44" l, 1.10 pounds
Binding: Paperback
528 pages

Features

Used Book in Good Condition

Review
Praise for the previous edition:
"Absolutely the best exposition of Customer Relationship Management. I can't think of a better guide to increasing your performance and profits."
- Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing, Kellogg School of Management, USA.

From the Back Cover
This book provides a comprehensive and balanced review of Customer Relationship Management. It explains what CRM is, the benefits it delivers, the contexts in which it is used, the technologies that are deployed, and how it can be implemented. Rather than being tied to any single perspective, the book identifies and explores four different forms of CRM - strategic, operational, analytical and collaborative. Technology is a key attribute of CRM, but this book puts that technology into a managerial and operational context. Although a number of chapters are dedicated to technology issues, and technology is considered throughout the book, the book is not about technology, per se. Rather it is about how CRM technologies can be used to enhance the achievement of marketing, sales, and service objectives, and support broader organizational goals.

To ensure it is both theoretically sound and managerially relevant, the book draws on academic and independent research. Findings from a wide range of academic disciplines contribute to the book, including marketing, sales, customer service, human resources, technology management, strategy, change management, project management, leadership, operations, management accounting, finance, and organisational behaviour. Supplementing these academic credentials, the book also makes use of research conducted by independent analysts such as Gartner and Forrester, two organizations that conduct leading-edge, state-of-the-art research into CRM and related areas.

The book explains how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development. It is liberally illustrated both with screenshots from CRM software applications, and case illustrations of CRM in practice.

Ideal for use as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is equally valuable for industry professionals. This includes those pursuing professional qualifications or accreditation in marketing, sales or service management, and mid-level to senior managers who are involved in CRM programs and system implementations, whether in a marketing department, the sales force or the service centre.

About the Author
Francis Buttle, PhD, is founder and principal consultant of Francis Buttle & Associates,a Sydney, Australia-based business that helps organizations become more skilled and successful at customer acquisition, retention and development. Francis has spent most of the last 30 years in various academic roles around the world. He has been a Professor of Customer Relationship Management, Professor of Marketing,Professor of Relationship Marketing, and Professor of Management at a number of leading graduate schools of management, including Manchester Business School (UK), Cranfield School of Management (UK) and Macquarie Graduate School of Management (Australia). He was appointed as the world's first Professor of CRM in 1995, and remains an Adjunct Professor at MGSM. Francis has authored, co-authored or edited 7 books, and over 100 peer-reviewed academic journal articles or conference papers. In addition, he is a frequent contributor to practitioner magazines, presenter at business conferences, and a serial blogger. Francis has developed, run or contributed to many management development programs, and has advised or consulted to numerous for-profit and not-for-profit organizations in the UK, Australia, USA, Hong Kong, Singapore and New Zealand. Although he quit full-time academic life in 2006, he still supervises doctoral candidates, and conducts customer-related research. Francis lives on Sydney's North Shore, is a qualified but reluctantly retired rugby union referee, enjoys cycling and kayaking, and rides a Suzuki. Francis has degrees in management science, marketing and communication. His PhD was earned at the University of Massachusetts. He is an elected Fellow of the Chartered Institute of Marketing. He can be contacted at francis@buttleassociates.com. Find out more at www.buttleassociates.com

Most helpful customer reviews

0 of 0 people found the following review helpful.
Four Stars
By SOPHIA ROLLE
great book!

1 of 1 people found the following review helpful.
Develop a CRM Strategy
By Celia Maylin
The book explains how Customer Relationship Manager (CRM) can be used throughout the customer life cycle stage of customer acquisition, retention and development. The author introduces the four types of Customer Relationship Management and the seven-step process to develop a CRM strategy for any organization.
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Summary
Overall, the book explains how CRM can be used in every stage of the customer life-cycle and the four types of Customer Relationship Management; Strategic CRM,Operational CRM, Analytical CRM,Collaborative CRM.
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The book provides a very good overview of CRM; it is well organized and easy to understand. CRM Strategy is a new topic in this new version of the book. I think the author did well in the organization of the topics and explaining the concepts and steps to develop strategies that will help companies to acquire new customers and develop a long-term relationship with them.
Buttle explained a seven step process to develop a CRM strategy for a specific project. He said that organizations interested in developing a CRM strategy must start with the step 1, `situation analysis'; which describes, understand and evaluate the current customer strategy. A couple of tools to help in this step are the comprehensive model of CRM and the customer strategy cube. This step answers the questions "Where are we now?", "why are we where we are now?" The main purpose of this audit is get information about the strength and weaknesses of the company's customer strategy. The step 2 of developing the strategy is to `educate the employees' to avoid misunderstandings. Employee education and involvement will be important as they will be motivated to participate and will help identify opportunities for improvement in the workplace. The step 3 is related to the `vision'; this should be a well written statement of how CRM will change the business as it relates to customers. Step 4, is about `priorities'. What are the company's priorities at this specific moment? Step 5 is related to `establishing goals and objectives' from the vision and the priorities. A goal could be to acquire new customers and an objective could to generate 200 additional leads in a period of time. Step 6 is about `identifying people, process and technology' requirements for the goals and objectives to be achieved. The last step, step 7 is about `developing the business case', which is built based on the cost and the benefits of the CRM implementation. This step answers the question: why should we invest in this CRM project? Managers will need to review the cost, the revenues and all those other benefits difficult to value like improve customer service or improve understanding to market changes.
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I believe that this book could be a great help to CRM personnel, student, managers and any one that works directly or indirectly with customers. The way the author explains the topics is very simple and every step to develop a CRM strategy just makes sense. In addition, the book includes examples of CRM in practice so the readers can learn how CRM is implemented.
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I think this is a great book that offers valuable information, techniques and tools on Customer Relationship Management. Developing a CRM strategy was very well explained and included a lot of details, examples and graphs to better understand the subject. I recommend this book to professionals but also to anyone that works with customers to help them understand the entire strategic planning required to acquire customers and develop a long term relationship with them and why this is so important for the success of the business.

0 of 0 people found the following review helpful.
A comprehensive coverage of CRM
By Amazon Customer
Buttle's book is a comprehensive coverage of CRM, without the bias of a particular "magic bullet" solution to push. The author covers several models of CRM, each with relative strengths and weaknesses, then explores important related topics such as customer experience and the role of systems in CRM programs. This book provides the best overall treatment of the subject for anyone interested in understanding and applying customer relationship management concepts in the real world.

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Minggu, 21 April 2013

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588 pages.

Sales Rank: #1154746 in Books
Published on: 2009
Number of items: 1
Binding: Paperback

Most helpful customer reviews

0 of 0 people found the following review helpful.
Four Stars
By Karina S
Way too wordy. Complicated to keep reading .

2 of 2 people found the following review helpful.
Poor choice for a college student
By Drew
i was disappointed that my institution decided to use this book for its homeland security class. The book contained blatantly wrong information related to Al Qaeda, Osama bin Laben, and the effects of 9-11. Secondly the book contained way too many grammatical errors for a college level application. Lastly, the author felt it necessary to include his resume any chance he could. During the terrorism portion he made sure the audience knew he had connections with CIA/FBI players. I've been tracking terrorists for ten years now at work, and I can confidently say this author takes on topics beyond his scope of experience, yet does a poor job of offering an objective and accurate assessment of the topics he discusses.

0 of 0 people found the following review helpful.
I hope you aren't considering reading this book.
By Cari
I am currently a college student and was assigned this book as my required textbook for a Global Terrorism and Homeland Security class. Let me tell you right now, it's awful. Tons of spelling and grammar mistakes, it's old (doesn't even mention ISIS), the author is incredibly boring, and most of the book consists of tables that can be found online as well articles and papers written by others (making chapters about 50+ pages long). The book will tell you there are "key terms" to look for in the chapter and then not tell you what they mean. They also give you objectives, which is great, but they don't always give you the information you need to meet that objective.

If you're assigned this textbook, I am so, so sorry. It's a huge waste of money and barely hits the mark as "educational". Good luck.

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Sabtu, 20 April 2013

[Z650.Ebook] Download Weight Watchers 5 Ingredient 15 Minute Cookbook (2nd Edition) (Weight Watchers Cookbook Series), by Weight Watchers

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200 All-New Kitchen Tested Recipes! 72 top-rated mouthwatering menus with POINTS values of 7 or less No-stress shopping list and easy-to-follow step-by-step instructions included with every recipe Weight Watcher POINTS values and complete nutritional analyses for all recipes

Sales Rank: #263251 in Books
Published on: 2008
Number of items: 1
Binding: Hardcover
192 pages

Most helpful customer reviews

24 of 24 people found the following review helpful.
A little misleading but wonderful recipes!!
By cathyh
This cookbook is very user friendly. There are loads of interesting recipes and some very nice mouthwatering photos. What is misleading in the book starts with the title! I have found VERY few recipes that have only 5 ingredients and many recipes take longer than 15 minutes. Aside from that, this book has a feature that is amazing! Every recipe comes with a shopping list of ingredients. Not only is that helpful for making a shopping list, it will also give you a product example making it that much easier to find the product you need for the recipe. There are many photos and as always, more would make this cookbook even better.

3 of 3 people found the following review helpful.
An excellent choice for great easy meal ideas.
By Dr. Doom
We tried a small selection of these easy meals type of cookbooks, and were very pleased with all of them. You probably can't make a bad choice. For this one in particular, we still have a small crowd of bookmarks sticking out for things we want to try soon. This book, and others of this genre, take the effort, intimidation, and hassle out preparing healthy home-cooked meals. We use ours regularly.

21 of 23 people found the following review helpful.
Wasn't impressed
By SArchey
This title is a little misleading. It is 5 ingredients on top of what they consider to be staples or on hand ingredients. So there are typically 10-15 ingredients per recipe.

I'm a simple girl when it comes to food. I like what I call "regular food." To me, this means typical food that most people, regardless of demography or geography, would be familiar with. I am also from a relatively small town, so I don't have specialty markets close by to shop for groceries. We have a Wal-Mart and a couple of regular grocery stores, so if most of the recipes call for scallions, shallots, phyllo shells, sun dried tomatoes, pickling spice, turbinado sugar, and so on, it isn't feasible for me. I'm not driving 50+ miles to pick up a jar of pitted kalamata olives.

If you live in a big city and you have a "refined pallet" with access to specialty stores and a Whole Foods, you might like this cookbook. If you are a regular person that wants a meal your whole family will eat, it isn't in this book. I have used and liked maybe 5-10 recipes in the entire book. Everyone is different in their tastes, and this was didn't really suit mine.

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Jumat, 19 April 2013

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Sales Rank: #8812175 in Books
Binding: Paperback

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Minggu, 14 April 2013

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Sales Rank: #115896 in Books
Published on: 2010-10-05
Original language: English
Number of items: 1
Dimensions: 9.30" h x .70" w x 7.40" l, 1.22 pounds
Binding: Paperback
368 pages

From the Back Cover
Get empowered to lose weight and keep it off after surgery

This friendly, hands-on guide is all about what foods to buy, how to prepare them, and how to enjoy a nutritious post-surgery diet. It helps you solidify new eating habits and enjoy some new recipes, as well as better understand nutrition and your food intake so that you can maintain your weight loss long after surgery.

Get to know the new you — discover dietary guidelines from day one after the surgery, and on through the four stages that lead up to eating regular foods (clear liquids, full liquids, smooth foods, and soft foods)
Stay on course ?— find out how healthy eating plans, portion sizes, nutrition, food diaries, and wise food choices can help you keep the weight off after surgery
Start cookin', good lookin' — start making healthy, hearty, and delicious dishes for meals from breakfast through dinner, organized by type of food for quick reference
Enjoy snacks, salads, and more — get simple and scrumptious recipes to enjoy anytime, from smoothies and appetizers to soups and sides

Open the book and find:

Dietary guidelines and menus for clear liquids, full liquids, smooth foods, soft foods, and regular foods
Tips on meal-planning, setting up your kitchen, and stocking your pantry
Coverage of common cooking methods
Proper portion sizes for you to stay on track
Easy-to-find ingredients and nearly 150 easy-to-prepare recipes
Nutrition information included with each recipe
Ten tips for long-term success

About the Author
Brian K. Davidson is the coauthor of Weight Loss Surgery For Dummies.

David "Chef Dave" Fouts is the exclusive chef for WLS Lifestyles magazine.

Karen Meyers, MS, RD/LD, is a registered, licensed dietitian and certified personal trainer.

Most helpful customer reviews

55 of 57 people found the following review helpful.
Buy this book before you have your surgery!
By Jodi Carlin
Not just a cookbook, only about half of the book is recipes. The first half of the book explains how your life will change once you have had weight loss surgery. I wish I would have bought this book prior to having my surgery. it also gives you guides to eating out, the stages of eating again, how to get enough nutrients in such small amounts of food, and how to keep from getting sick when you first start eating again.

80 of 82 people found the following review helpful.
LOVE THIS BOOK!!!
By armywife44
I had Gastric Bypass August 1st 2011. I wish that I would have known about this book before hand. I was lost on what to drink during the first few weeks post op. This book gives you the stages at what to eat in weeks. So if you are 2 weeks post op there is recipes for you and they are marked. It also gives you advice that you often forget after your appointments with the nutritionists. I have tried many recipes out of this book and have found alot that I use almost every day. I recommend getting this book before you have surgery though. It will save you alot of money on buying things that you really dont need!!!

70 of 72 people found the following review helpful.
Finally!!!!
By Tracy A. Hardy
The Dummies' books are always on point with information. This book is no different. I bought it for the recipes but found it to be loaded with so much useful information for post WLS. The simple things like distinguishing how to measure portion sizes and cooking measurements have been a lifesaver! This book is a must have, its not a book to read and put down but more of a reference to be used over and over.

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Jumat, 12 April 2013

[T976.Ebook] Ebook Free Farewell to Yak and Yeti: The Rolwaling Sherpas Facing a Globalised World, by Ruedi Baumgartner

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Sales Rank: #5510891 in Books
Published on: 2015-11-02
Binding: Hardcover
296 pages

Most helpful customer reviews

0 of 0 people found the following review helpful.
Sherpas from the Inside
By Janice Sacherer
This book presents a warm humanistic view of the astonishing changes in the Rolwaling Sherpa community during the past four decades. Its easy to read style, provides a wealth of ethnographic detail while focusing on the life stories of individuals within the community. These life stories include old and young, male and female, the few remaining participants in the traditional way of life, and those who have moved to Kathmandu and now participate in the globalized mountaineering business. The combination of hard work and good luck involved is depicted in many heartwarming rags to riches personal accounts. All those tourists who have participated in treks and climbs in the Himalayas and have always wondered what the Sherpas were thinking behind their ever present smiles, will find this account most enlightening.

At the same time, this is more than an anecdotal account of the success of a small group of formerly poor and isolated people. It is also a detailed community ethnography written in an engaging manner, full of facts and figures, and lavishly illustrated with photographs from the author’s collection, some from historical works previously published, and others from the personal collections of the various visitors to the valley over the years. The author’s specialty is rural development and he also includes analysis using the theories and methods of that discipline but never in a tedious or heavy-handed way.

As a fellow anthropologist who did the original study of traditional life in Rolwaling, I share the author’s outlook and conclusions and even learned some details of Rolwaling history that I had not previously known. I highly recommend this book as an update to my own research and as a rare in depth look into Sherpa culture.

The chapters are divided as follows:

I - Sherpas of Rolwaling – Seen through Western Eyes
Rolwaling in the focus of changing perceptions by mountaineers,
adventurers and researchers from 1952 onwards

II - A long Journey - from Rags to Riches
The life story of a Sherpa woman reflecting change of
livelihoods and women’s empowerment

III - Making a Living in a Hidden Mountain Valley
Change and continuity of agro-pastoral transhumance of
yak herding and potato cultivation in Rolwaling

IV - Village Governance Past and Present
Evolution of local governance; from traditional village governance
to an innovative response to conditions of a fragile state

V - Rolwaling Childhood between two Worlds
Childhood in transition; from the rural world of Rolwaling to
modern education and urban livelihood in Kathmandu

VI - Risks and Rewards on Mount Everest:
Struggling for a place in the sun; the late but very successful
entry of Rolwaling Sherpas into the Mountaineering Trade

VII - Epilogue: Rolwaling in Times of Global Warming
Local impact of global warming;

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Sabtu, 06 April 2013

[Y913.Ebook] Ebook The Power of Our Words: Teacher Language that Helps Children Learn (Responsive Classroom), by Paula Denton

Ebook The Power of Our Words: Teacher Language that Helps Children Learn (Responsive Classroom), by Paula Denton

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Ebook The Power of Our Words: Teacher Language that Helps Children Learn (Responsive Classroom), by Paula Denton

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Simple changes in a teacher's language can bring about profound changes in students and classrooms. By paying attention to your words and tone of voice, you will:

Increase students' engagement with academics
Build positive community
More effectively manage your classroom

That is the message of The Power of Our Words, a book that has changed the teaching lives of tens of thousands of educators since it was first published in 2007.

In this updated second edition you will find practical information to help you:

Lead students in envisioning themselves achieving success
Use questions that encourage deep and creative thinking
Listen to students in ways that support their growth
Reinforce students efforts and remind or redirect them when they go off track.

Throughout, you will find an increased emphasis on using teacher language to support academic engagement and critical thinking skills as called for in the Common Core State Standards. And an updated, livelier format makes this second edition even easier to read.

Sales Rank: #6891 in Books
Published on: 2013-11-20
Original language: English
Number of items: 1
Dimensions: 9.75" h x 7.00" w x .75" l, .91 pounds
Binding: Paperback
180 pages

Review
This book is filled with stories and examples for using words effectively to deal with just about every challenging situation you can think of. It is a wonderful guide for teachers on how their choice of words and tone of voice can make the difference between encouragement and discouragement for children. --Jane Nelsen, EdD, author and co-author of the Positive Discipline series of books

Generous in its practical examples, The Power of Our Words also clarifies the principles behind using constructive language in the classroom. The book calls on us to remember that teaching is not a monologue, but a dialogue. --Carol Ann Tomlinson, EdD, Professor of Leadership, Foundations, and Policy, University of Virginia

About the Author
Paula Denton began working as a Responsive Classroom consulting teacher in 1990 and later managed program development at Center for Responsive Schools. She is the author of Learning through Academic Choice.

Most helpful customer reviews

75 of 76 people found the following review helpful.
One key to closing the achievement gap: efficacious language
By Jo Ann Warner
As a classroom teacher in inner city schools for 8 years, I have found myself immersed in school cultures which were disrespectful and authoritarian toward parents and students. This book presents a different approach to the teacher's role as a catalyst for learning. Well-grounded in pedagogical theory, it is pragmatic in its descriptions of how language that encourages motivation and responsibility might sound. For example, one area the book addresses well is the delivery of reinforcement. I have always felt that nonspecific praise such as "good job" didn't really help students understand what it was about their academic or behavioral improvement that merited recognition. It made me uncomfortable that feedback in this form made students dependent on my approval and tethered them to my judgment alone. This book helped me understand how I can clearly communicate evidence of growth to the student so that he or she can perceive that success. In "The Power of Our Words," Denton helps teachers envision how they can communicate with students in ways which promote personal and intellectual engagement. She offers supportive suggestions to help teachers figure out how they might change their own style of language. Finally, the book inspires the hope that as we hone the clarity of our messages in classroom speech, we will be more efficacious in helping students become autonomous, reflective, and motivated learners. I believe that is a major key to closing the achievement gap.

20 of 22 people found the following review helpful.
Enhancing Classroom Communication with Paula Denton's The Power of Our Words
By LCMCNAUGHTON
Paula Denton's book has proved immensely helpful for me in my work coaching teachers to reflect on and enhance their teaching practice. Her suggestions for refining teacher language are practical and immediately accessible for both experienced and "rookie" teachers. I highly recommend this book to teachers who want to improve their communication, interaction, classroom management and relationships with students and colleagues.

14 of 16 people found the following review helpful.
One of the most useful books in my library.
By M. Tyner
I bought this book three weeks ago and I find it one of the most useful books I own. It is written well and packed with practical ways to create a positive learning environment.

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