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Customer Relationship Management presents a ground-breaking
strategic framework for successful CRM policy. Built around
Professor Payne's five key processes, the book demonstrates a
systematic management progression that will guarantee the maximum
impact and efficiency of a CRM programme.The book backs up these
five processes - strategy development, value creation, channel and
media integration, information management and performance
assessment - with 16 best practice case studies which set the
universal theory in a specific practical context. These feature a
range of companies, including Orange, Brittania, Homebase, Canada
Life, Sun Microsystems, Natwest, Sears, Roebuck & Co., Nortel
Networks and Siemens. The book concludes with interviews from four
thought leaders, offering a 'futures' vision forum for CRM.Customer
Relationship Management is a vital instrument for anyone who needs
to know how to develop and measure effective CRM within an
organization. It includes overviews and key learning points
preceding each case study, and a summary chapter to draw out the
most salient lessons from CRM best practices. For practitioner or
academic alike, this is essential reading.
An executive's transition into any leadership role can be a
challenge. Such transitions do not always go smoothly, and the
negative consequences can be significant. This is particularly so
for Chief Information Officers (CIOs), as the role has evolved
significantly over the years yet remains deeply ambiguous. This is
despite information and technology moving from the periphery of an
organization to a fundamental driver of innovation and competitive
advantage. This book is to help the newly appointed CIO "take
charge": the process of learning and taking action that the newly
appointed CIO goes through until s/he has mastered the new
assignment in sufficient depth to be effective in the role. This
book provides keen insights into the challenges faced by today's
CIOs while transitioning into a new role and enlightens readers on
how to navigate the organizational environment in order to
implement necessary changes. With plenty of practical tools and
insights it will help you to: * Decide how best to approach the job
* Prioritize the first areas of the business you should attend to *
Draw up your goals for the first few weeks and months into the role
* Find out if there are there any decisions that you can postpone
making Based on over 200 interviews with CIOs, CxOs, and
recruiters, this book offers readers guidance on how to take on the
role of a business executive with special responsibility for
information and technology, with ten key prescriptions to maximize
success.
An executive's transition into any leadership role can be a
challenge. Such transitions do not always go smoothly, and the
negative consequences can be significant. This is particularly so
for Chief Information Officers (CIOs), as the role has evolved
significantly over the years yet remains deeply ambiguous. This is
despite information and technology moving from the periphery of an
organization to a fundamental driver of innovation and competitive
advantage. This book is to help the newly appointed CIO "take
charge": the process of learning and taking action that the newly
appointed CIO goes through until s/he has mastered the new
assignment in sufficient depth to be effective in the role. This
book provides keen insights into the challenges faced by today's
CIOs while transitioning into a new role and enlightens readers on
how to navigate the organizational environment in order to
implement necessary changes. With plenty of practical tools and
insights it will help you to: * Decide how best to approach the job
* Prioritize the first areas of the business you should attend to *
Draw up your goals for the first few weeks and months into the role
* Find out if there are there any decisions that you can postpone
making Based on over 200 interviews with CIOs, CxOs, and
recruiters, this book offers readers guidance on how to take on the
role of a business executive with special responsibility for
information and technology, with ten key prescriptions to maximize
success.
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Nadine Gordimer
Paperback
(2)
R398
R330
Discovery Miles 3 300
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