'Put this on your bookshelf and in your classroom! This is a comprehensive guide to understanding and managing customer relationships from two top scholars and educators.'Dr Linda L PriceUniversity of Wyoming, andEditor, Journal of Consumer ResearchCustomer relationship marketing (CRM) opportunities are embedded in the entire customer journey spanning several touch points across all stages including prepurchase, purchase, and postpurchase stage. Customer relationship marketing evolved from traditional marketing concept and has broadened its scope today, intersecting with the following domains, namely customer buying behavior process models, customer satisfaction and loyalty, service quality, customer relationship management tools and strategies, customer centricity, and customer engagement activities. A comprehensive, state-of-the-art textbook, Customer Relationship Marketing: Theoretical and Managerial Perspectives is organized as follows:

Learn how to sell online. Real-world case studies and market insights from the world's largest brands reveal what the best brands are doing right to win online. Gain knowledge of best practices that enable brands and retailers to survive and thrive in the dynamic, fast-paced, and highly competitive world of e-commerce. Leveraging his first-hand knowledge as founder and CEO of Content Analytics, serial entrepreneur and author David Feinleib examines the threats and immense opportunity facing today's most valuable brands. He demonstrates how brands that want to succeed in the fiercely competitive environment of e-commerce must understand and embrace the four key elements that control how much is sold and by whom: algorithms, content, convenience, and execution. What You'll Learn Learn the best practices in e-commerce of the world's leading brands and how to: Make the transition from selling in-store to selling (and winning) online Conduct online brand audits to pinpoint opportunities for improvement Increase brand equity through high-quality content Maximize onine sales by understanding the key metrics you need to measure and optimize Who This Book Is For Brand managers, shopper marketing professionals, e-commerce managers, and sales professionals at brands and manufacturers; buyers, category managers, and merchants at retailers; and agency and search engine marketing professionals looking to develop expertise in e-commerce so they can expand the work they do with their brand and retailer clients

Sales isn't about pushing products or being efficient; it's about building the right systems to manage and empower your salespeople. If you read nothing else on sales, read these 10 articles. We've combed through hundreds of Harvard Business Review; articles and selected the most important ones to help you understand how to create the conditions for sales success. This book will inspire you to: Understand your customer's buying center Integrate your sales and marketing operations Assess your business cycle and its impact on your sales force Transition away from solution sales Leverage the power of micromarkets Introduce tiebreaker selling and consensus selling Motivate your sales force properly This collection of articles includes: "Major Sales: Who Really Does the Buying," by Thomas V. Bonoma; "Ending the War Between Sales and Marketing," by Philip Kotler, Neil Rackham, and Suj Krishnaswamy; "Match Your Sales Force Structure to Your Business Life Cycle," by Andris A. Zoltners, Prabhakant Sinha, and Sally E. Lorimer; "The End of Solution Sales," by Brent Adamson, Matthew Dixon, and Nicholas Toman; "Selling into Micromarkets," by Manish Goyal, Maryanne Q. Hancock, and Homayoun Hatami; "Dismantling the Sales Machine," by Brent Adamson, Matthew Dixon, and Nicholas Toman; "Tiebreaker Selling," by James C. Anderson, James A. Narus, and Marc Wouters; "Making the Consensus Sale," by Karl Schmidt, Brent Adamson, and Anna Bird; "The Right Way to Use Compensation," by Mark Roberge; "How to Really Motivate Salespeople," by Doug J. Chung; and "Getting Beyond 'Show Me the Money,'" an interview with Andris Zoltners by Daniel McGinn.

La vida de tu negocio consiste en abrir cuentas nuevas constantemente. Tanto si eres representante, gerente o ejecutivo de ventas, se espera de ti que atraigas nuevos negocios, y necesitaras una formula comprobada para la prospeccion, el desarrollo y cierre de tratos. Aqui encontraras la respuesta. Porque en las ventas no existe nada que dure para siempre, necesitas nuevos clientes y nuevos negocios... todo el tiempo. Por mucho que realices negocios con clientes leales, la vida de tu negocio consiste en abrir cuentas nuevas constantemente. Tanto si eres representante de ventas, gerente de ventas o ejecutivo de servicios profesionales, se espera de ti que atraigas nuevos negocios, para lo que necesitaras una formula comprobada para la prospeccion, el desarrollo y cierre de tratos. Aqui encontraras la respuesta. Aprenderas como: * Identificar una lista estrategica, limitada y realizable de prospectos reales * Bosquejar un "argumento de ventas" persuasivo y centrado en tu cliente * Perfeccionar las llamadas telefonicas proactivas para alcanzar reuniones cara a cara con mas clientes potenciales * Tomar ventaja del correo electronico, los mensajes de voz y las redes sociales * Superar, e incluso evitar, los reflejos de todo posible comprador contra los vendedores * Formar relaciones, porque la gente hace negocios con aquellos que les agradan y en quienes confian * Prepararte para una llamada de ventas exitosa y bien estructurada * Dejar de hacerle presentaciones a los clientes y comenzar a dialogar con ellos * Hacer tiempo en tu calendario para actividades de desarrollo de negocios * Y mucho mas. Lleno de ejemplos y anecdotas, este libro logra un equilibrio entre una perspectiva franca, y muchas veces divertida, de los errores que cometen la mayor parte de los vendedores y los ejecutivos con un plan facil de seguir para incrementar notablemente tu cantidad de nuevos clientes a partir de hoy. Because in sales, there's no such thing as forever. You need new customers and new business-all the time. No matter how much repeat business you get from loyal customers, the lifeblood of your business is a constant flow of new accounts. Whether you're a sales rep, sales manager, or a professional services executive, if you are expected to bring in new business, you need a proven formula for prospecting, developing, and closing deals. New Sales. Simplified. Is the answer. You'll learn how to: * Identify a strategic, finite, workable list of genuine prospects * Draft a compelling, customer-focused "sales story" * Perfect the proactive telephone call to get face-to-face with more prospects * Use email, voicemail, and social media to your advantage * Overcome-even prevent-every buyer's anti-salesperson reflex * Build rapport, because people buy from people they like and trust * Prepare for and structure a winning sales call * Stop presenting and start dialoguing with buyers * Make time in your calendar for business development activities * And much more Packed with examples and anecdotes, New Sales. Simplified. balances a blunt (and often funny) look at what most salespeople and executives do wrong with an easy-to-follow plan for ramping up new business starting today.

How can we facilitate more effective, efficient, equitable and sustainable solutions to the problems that confound our communities and world? Social marketing guru R. Craig LeFebvre weaves together multi-level theories of change, research and case studies to explain and illustrate the development of social marketing to address some of society's most vexing problems. The result is a people-centered approach that relies on insight and empathy as much as on data for the inspiration, design and management of programs that strive for changes for good. This text is ideal for students and professionals in health, nonprofit, business, social services, and other areas."This is it -- "the" comprehensive, brainy road map for tackling wicked social problems. It's all right here: how to create and innovate, build and implement, manage and measure, scale up and sustain programs that go well beyond influencing individual behaviors, all the way to broad social change in a world that needs the help."--Bill Novelli, Professor, McDonough School of Business, Georgetown University, former CEO, AARP and founder, Porter Novelli and the Campaign for Tobacco-Free Kids

"I'm unaware of a more substantive treatise on social marketing and social change. Theoretically based; pedagogically focused; transdisciplinary; innovative; and action oriented: this book is right for our time, our purpose, and our future thinking and action."--Robert Gold, MS, PhD, Professor of Public Health and Former Dean of the School of Public Health at the University of Maryland, College Park

"This book -- like its author -- is innovative and forward-looking, yet also well-grounded in the full range of important social marketing fundamentals."--Edward Maibach, MPH, PhD, University Professor and Director, Center for Climate Change Communication, George Mason University

Exporting Essentials: Selling Products and Services to the World Successfully is for entrepreneurs and small business owners-the makers, movers, and shakers in our world-interested in taking their businesses to the next level of growth through exports. This short, hard-hitting book covers just the essentials, providing the tools you need to tap new markets. And it couldn't be more timely. In the old days, creating an international business was left to relatively few--those with the wherewithal to move boatloads of goods into foreign countries. But now, thanks to the Internet, businesses of all sizes have a huge new opportunity to sell both goods and services globally. Yet only 1% of all U.S. businesses export. Why? Typically, exporting begins with unsolicited inquiries from foreign customers on the web via email, website, blog, or posting on a Facebook page. People outside your country want your product, and they want it now. The problem is that most small business owners do not know how to service these inquiries. What's the best way to ship goods? Do I need a license? Should I sell through wholesalers in specific countries or directly to consumers? How will I get paid? Help is here-Exporting Essentials, an abridged version of the author's Exporting: The Definitive Guide to Selling Abroad Profitably, equips you with the knowledge you need to sell and fulfill orders internationally. It also imparts a can-do spirit on exporting, leading to greater revenues, stability, and profitability for your business. Exporting Essentials: Selling Products and Services to the World Successfully: Lays out simple steps to conduct market research, find customers, open new markets, get paid, and ship goods and services. Shows you how to adapt your product or service for export. Provides insider tips and strategies to export efficiently and profitably. Explains how the U.S. government helps exporters. With 70 percent of global buying power lying outside U.S. borders, exporting is not just an option for ambitious entrepreneurs-it's an absolute must for building and sustaining a successful future.

Wolf W. Lasko und Peter Busch zeigen, wie Sie Ihren Akquisitions-Deal von Anfang an richtig einfadeln und bis zum Abschluss gekonnt inszenieren.

Das Buch beschreibt die drei zentralen Kompetenzbereiche, uber die ein Projektmanager von heute verfugen muss: logische, emotionale und praktische Intelligenz. Die Autoren, beide erfahrene Unternehmer und Berater, stellen die jeweils zehn wichtigsten Schlusselhebel vor und zeigen, wie mit messbaren Kriterien und einfachen, aber wirkungsvollen Tools stets das Resultat im Visier bleibt.

Alexander Verweyen und Gregor Eckert, beide renommierte Vertriebs-Consultants, zeigen in ihrem Buch, welche speziellen Erwartungen anspruchsvolle und finanzstarke Kunden haben, welche Werte fur sie am wichtigsten sind und welche besonderen Herausforderungen sich daraus fur Sie als Verkaufer und Ihre Produktpositionierung ergeben.

Nicht selten liefert nur ein kleiner Anteil von Kunden den grossten Beitrag zum Cashflow eines Unternehmens. Hier verborgene Wertpotenziale werden jedoch von den wenigsten Unternehmen strategisch und operativ genutzt. Die Autoren beschreiben in ihrem Buch Wege und Instrumente, wie Strategisches Account Management mit der CRM-Methodologie verbunden werden kann.

"Customer Care Management" liefert eine Ubersicht uber die zentralen Erfolgsfaktoren modernen Kundenmanagements in Deutschland und in den USA.

"Karriere machen: Vertrieb" enthalt fundiert recherchierte Informationen und viele Tipps, die alle Fragen rund um die Vertriebs-Karriere beantworten. Es ist der erste speziell fur diese Berufsgruppe entwickelte Karriereplaner. Mit zahlreichen Informationen von Unternehmen, die uber grosse Vertriebsorganisationen verfugen. Die beste Vorbereitung auf den Einstieg zum Aufstieg!

Die Autoren vermitteln das komplette Know-how zum Thema Kundenclubs anschaulich und leicht nachvollziehbar: Zielsetzung, Teilnehmergewinnung, Leistungsangebot, Kundenkommunikation, Handlerintegration, Club-Controlling, Datenmanagement und Logistik. Mit konkreten Fallbeispielen von S-points, Swarovski, Payback, Open Business Club, Pampers, VW und Maggi.

Wer seine Wettbewerbsposition sichern will, muss Kundenbeziehungen aktiv gestalten und Kaufprozesse grundlegend analysieren. Hierfur bietet dieses Buch praxiserprobte Instrumente und Strategien.

Dieses Buch liefert die geeigneten Grundlagen und Werkzeuge, um Kostenreduktionspotenziale innerhalb der CRM-Wertkette zu identifizieren und gezielt umzusetzen.

Stop pushing products-and start cultivating relationships with the right customers. If you read nothing else on marketing that delivers competitive advantage, read these 10 articles. We've combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you reinvent your marketing by putting it-and your customers-at the center of your business. Leading experts such as Ted Levitt and Clayton Christensen provide the insights and advice you need to: Figure out what business you're really inCreate products that perform the jobs people need to get doneGet a bird's-eye view of your brand's strengths and weaknessesTap a market that's larger than China and India combinedDeliver superior value to your B2B customersEnd the war between sales and marketing

Festivals across the world represent the joy, recreation, and traditions of their different societies and cultures. There is a plethora of reasons to commemorate and organize such events. Every festival has its own distinct personality, charms, appeal, and experiences that are closely linked to culture, customs, issues, core values, and more. All of these factors combine to create a one-of-a-kind selling offer for specific destinations. Festival attractions can serve to popularize and strengthen the tourist economy, as well as to promote employment, entrepreneurship, and tourism destination branding for the location. Managing Festivals for Destination Marketing and Branding addresses the most current and promising parts of tourism-centric festivals, which are held in numerous tourist areas throughout the world. It links tourism festivals around the world as a catalyst for destination marketing and identity. Covering topics such as destination brand equity, social media networks, and motivations and expectations of tourists, this premier reference work is a dynamic resource for business executives and leaders, brand managers, event managers, festival managers, government officials, students and educators of higher education, librarians, researchers, and academicians.

Experten aus Wissenschaft und Praxis beschreiben die zielfuhrenden Strategien und zentralen Erfolgsfaktoren fur den Aufbau und Betrieb von Customer Care Centern. Ausgewahlte Beispiele aus Industrie- und Dienstleistungsunternehmen illustrieren, wie die Strategien in der Praxis funktionieren.

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Neukundengewinnung ist eine der anspruchsvollsten Aufgaben im Vertrieb - und deshalb ein rotes Tuch fur viele Verkaufer. Doch mit Systematik, Disziplin, Mut zum Risiko und den richtigen Zielen, so Wolf W. Lasko und Peter Busch, lasst sich diese Herausforderung Schritt fur Schritt meistern. Neu in der 3., uberarbeiteten Auflage: Wie man Entscheiderstrukturen und interne Verbindungen im Kundenunternehmen identifiziert, die "Hidden Agenda" erkennt und dieses Wissen zu seinem Vorteil nutzt.

Handelsleistungen werden immer komplexer und austauschbar. Die Konsequenz der Kunden: Sie kaufen nicht mehr, sie streiken. "Consumer Confusion" heisst das Stichwort. Die Autoren beschreiben, wie Anbieter konkrete Ursachen dieser "Kauferverwirrung" identifizieren konnen. Und sie liefern Tipps, wie Hersteller und Handler ihrem Unternehmen und ihren Produkten ein starkes Profil geben und so die Kaufbereitschaft beim Kunden erhohen konnen.