Customer Relationship. Management. Ed Peelen and Rob Beltman

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Customer Relationship. Management. Ed Peelen and Rob Beltman"

Transcription

1 Customer Relationship Management Ed Peelen and Rob Beltman PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong Tokyo Seoul Taipei New Delhi Cape Town Säo Paulo Mexico City Madrid Amsterdam Munich Paris Milan

2 Preface Acknowledgements About the authors Publisher's acknowledgements xiii xv xvi xvii Part I Introduction 1 Customer-supplier relationships History Description of customer-supplier relationships The dynamic in relationships Networks Conclusion 26 Case study: Collateral trust obligations 26 Questions 28 References 29 2 Customer relationship management The definition of CRM CRM building blocks Entrance, applications and success of CRM Contents of this book Conclusion 43 Case study: CRM at C. Fun Parks 43 Questions 45 References 46 V Part II Strategy and organisation 3 CRM as an integral business strategy The nature of the CRM strategy The context of the CRM strategy The results of a successful CRM strategy Conclusion 63 Case study: Starbucks in the US 63 Questions 65 References 65 J vii

3 The relationship-oriented organisation The challenge and leadership Mission Culture Structure People Communication and information Systems Where do we stand? Conclusion 85 Case study: A personal experience: customer focus in healthcare insurance 86 Questions 88 References 88 f Part III Intelligence 5 Customer knowledge strategy The value of customer knowledge The utilisation of data as an asset From data to customer knowledge Privacy Personal Data Protection Act Information policy Conclusion 112 Case study: Customer knowledge at Center Pares: a life-long holiday I 113 Questions 115 References Customer data management Customer identification Expanding the size of the customer database Customer profiling Customer data integration Conclusion 131 Case study: Optimisation of addresses for European football 132 Questions 133 References Data analyses and data mining Experiences with data analysis The analysis process Data mining Conclusion 144

4 Case study: SNS Bank wins CRM Innovator Award 144 Questions 145 References Segmentation and selection Segmentation study as input for the formulation of marketing strategy Segmentation research used in compiling the list Conclusion 157 Case study: Alpe d'huzes 158 Questions 159 References Retention and cross-sell analyses Retention Cross-selling Conclusion 174 Case study: Cross-selling within a fully automated convenience store 174 Questions 176 References Management reporting: measuring, learning and optimising Evaluating the effect of marketing activities on the customer value Relating marketing investments to life-time value Experiments The learning organisation Conclusion 196 Case study: Carglass wins CRM Award 197 Questions 199 References 199 Part IV Marketing (Managing the exchanges in the relationship) 11 The customer proposition Customisation Co-creation The long tail: the complete assortment Individualisation of the product offering Individualised pricing policy Conclusion 225 Case study: Nike+ 225 Questions 227 References 228 X

5 12 The relationship policy 12.1 Customer asset management: improvement in the size and quality of the customer database 12.2 Acquisition policy 12.3 Relationship policy by segment 12.4 Relationship policy and life events 12.5 Relationship policy by relationship phase 12.6 Translating the relationship policy into contact moments 12.7 Conclusion Case study: The relationship between a logistics service provider and its new client Questions References Part V Channels 13 Multichannel management The multichannel challenge The key questions underlying a multichannel strategy Should the multichannel strategy be adapted? What is the right channel combination? Translating the channel combination into an integrated multichannel strategy The business case for a multichannel strategy Building a multichannel organisation Performance measurement in the multichannel environment Stimulating customers to use the channel mix Conclusion 273 Case study: KPN business portal 273 Questions 275 References Personal selling The role and function of personal sales Customer selection and customer value The sales process Managing the sales process Information technology and sales Conclusion 290 Case study: Secrets of success for going mobile: Agrifirm wins the CRM Award 291 Questions 294 References The online environment 15.1 The evolution of the web 15.2 Marketing on the social web 15.3 Mobile marketing

6 15.4 Marketing on the commercial web Measuring results Conclusion 321 Case studies: Albert Heijn: where off- and online meet each other; Harry Potter: a magic brand 321 Questions 323 References Contact centre management Contact centres described Determining the service level Capacity planning Managing contact satisfaction Key performance indicators Managing the development of contact centres Conclusion 344 Case study: Zappos 345 Questions 346 References 347 Part VI CRM systems and their implementation 17 CRM systems An overview of CRM systems The contact centre The internet (web 2.0) Data warehouses and datamarts Campaign management systems Content management system Selecting CRM software package(s) Conclusion 371 Case study: Canada Post delivers on its CRM strategy 371 Questions 373 References Implementation of CRM systems Reasons for disappointing results An initial exploration with CRM and how companies handle this The CRM road map CRM project management A different approach to CRM project management International or cross-division projects (Gentle, 2002) Conclusion 391 Case study: Shell and CRM: one database for 20 million customers 392 Questions 394 References 395 xi

7 19 The future Factors which influence the future of CRM The journey continues Conclusion 403 Questions 403 References 404 Index 405 Lecturer Resources ÜfHH For password-protected online resources tailored to ### 0 support the use of this textbook in teaching, please % visit ^.li m m in. i. mi nuiiwiu UN.! HI,, um«xii

Service Operations Management

Service Operations Management Third Edition Robert Johnston and Graham Clark Service Operations Management Improving Service Delivery Prentice Hall FINANCIAL TIMES An imprint of Pearson Education Harlow, England London New York Boston

More information

MANAGEMENT. Improving Service Delivery. Robert Johnston Graham Clark and Michael Shulver. Fourth Edition SERVICE OPERATIONS PEARSON

MANAGEMENT. Improving Service Delivery. Robert Johnston Graham Clark and Michael Shulver. Fourth Edition SERVICE OPERATIONS PEARSON Fourth Edition SERVICE OPERATIONS MANAGEMENT Improving Service Delivery Robert Johnston Graham Clark and Michael Shulver PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland

More information

Designing Interactive Systems

Designing Interactive Systems THIRD EDITION Designing Interactive Systems A comprehensive guide to HCl, UX and interaction design David Benyon PEARSON Harlow, England London * New York Boston San Francisco Toronto Sydney * Auckland

More information

Financial Statement Analysis

Financial Statement Analysis Financial Statement Analysis Valuation Credit analysis Executive compensation Christian V. Petersen and Thomas Plenborg Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston

More information

Relationship marketing

Relationship marketing Relationship marketing WBIbliothek Exploring relational strategies in marketing FOURTH EDITION JOHN EGAN London South Bank University Financial Times Prentice Hall is an imprint of Harlow, England London

More information

Principles of Direct, Database. Alan Tapp, Ian Whitten and Matthew Housden

Principles of Direct, Database. Alan Tapp, Ian Whitten and Matthew Housden Principles of Direct, Database and Digital Marketing Alan Tapp, Ian Whitten and Matthew Housden PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong

More information

Business Finance. Theory and Practica. Eddie McLaney PEARSON

Business Finance. Theory and Practica. Eddie McLaney PEARSON Business Finance Theory and Practica Eddie McLaney PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong Tokyo Seoul Taipei New Delhi Cape Town Säo Paulo

More information

Purchasing and Supply Chain Management

Purchasing and Supply Chain Management Eighth Edition Purchasing and Supply Chain Management KENNETH LYSONS MA, MEd, PhD, Dipl.PA, AcDip.Ed., DMS, FCIS, FCIPS, Flnst M, MILT BRIAN FARRINGTON BSc(Econ), MSc, PhD, FCIPS PEARSON Harlow, England

More information

Customer Relationship Management

Customer Relationship Management Customer Relationship Management Concepts and Technologies Second edition Francis Buttle xlloillvlcjx. AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY

More information

QUANTITATIVE METHODS. for Decision Makers. Mik Wisniewski. Fifth Edition. FT Prentice Hall

QUANTITATIVE METHODS. for Decision Makers. Mik Wisniewski. Fifth Edition. FT Prentice Hall Fifth Edition QUANTITATIVE METHODS for Decision Makers Mik Wisniewski Senior Research Fellow, Department of Management Science, University of Strathclyde Business School FT Prentice Hall FINANCIAL TIMES

More information

Social Media Marketing

Social Media Marketing Social Media Marketing Tracy L. Tuten East Carolina University Michael R. Solomon The University of Manchester (U.K.) Saint Josephs University Boston Columbus Indianapolis New York San Francisco Upper

More information

David Jobber University of Bradford

David Jobber University of Bradford 8th edition David Jobber University of Bradford Geoffrey Lancaster London School of Commerce Prentice Hall FINANCIAL TIMES An imprint of Pearson Education Harlow, England London New York Boston San Francisco

More information

ENTERPRISE SYSTEMS FOR MANAGEMENT

ENTERPRISE SYSTEMS FOR MANAGEMENT I I Second Edition ENTERPRISE SYSTEMS FOR MANAGEMENT Luvai F. Motiwalla University of Massachusetts Lowell and Jeff Thompson Oracle Consulting PEARSON Boston Columbus Indianapolis New York San Francisco

More information

Financial Times Prentice Hall is an imprint of

Financial Times Prentice Hall is an imprint of mnr\ Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston San Francisco Toronto Sydney Singapore Hong Kong Tokyo Seoul Taipei New Delhi Cape Town Madrid Mexico City Amsterdam

More information

CONTEMPORARY DIRECT & INTERACTIVE MARKETING

CONTEMPORARY DIRECT & INTERACTIVE MARKETING SECOND EDITION CONTEMPORARY DIRECT & INTERACTIVE MARKETING Lisa D. Spiller Christopher Newport University Martin Baier Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape

More information

THE PSYCHOLOGY OF INVESTING

THE PSYCHOLOGY OF INVESTING Fourth Edition THE PSYCHOLOGY OF INVESTING John R. Nofsinger Washington State University Prentice Hall Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London

More information

SERVICES MARKETING PEOPLE, TECHNOLOGY, STRATEGY. Global Edition. Christopher Lovelock. Yale University Jochen Wirtz National University of Singapore

SERVICES MARKETING PEOPLE, TECHNOLOGY, STRATEGY. Global Edition. Christopher Lovelock. Yale University Jochen Wirtz National University of Singapore Seventh Edition SERVICES MARKETING PEOPLE, TECHNOLOGY, STRATEGY Global Edition Christopher Lovelock Yale University Jochen Wirtz National University of Singapore Boston Columbus Indianapolis New York San

More information

Performance Management

Performance Management Third Edition A "2.T4 %4if. Oo$ Performance Management Herman Aguinis Kelley School of Business Indiana University PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam

More information

Kevin, Lane. ft Mairead

Kevin, Lane. ft Mairead Kevin, Lane ft Mairead I 2nd edition PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland -Singapore Hong Kong Tokyo Seoul Taipei New Delhi Cape Town Sao Paulo Mexico City

More information

Public Relations in Schools

Public Relations in Schools Public Relations in Schools Fifth Edition Theodore J. Kowalski University of Dayton Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan

More information

ACCOUNTING AND FINANCE for Non-Specialists

ACCOUNTING AND FINANCE for Non-Specialists Seventh Edition ACCOUNTING AND FINANCE for Non-Specialists Peter Atrill and Eddie McLaney Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston San Francisco Toronto Sydney

More information

Industrial Organization

Industrial Organization Industrial Organization Competition, Strategy and Policy Fourth edition John Lipczynski, John O.S. Wilson and John Goddard PEARSON Harlow, England London New York Boston San Francisco Toronto " Sydney

More information

Strategic Management

Strategic Management Sixth Edition Strategic Management Richard Lynch PEARSON Hariow, England London New York Boston San Francisco * Toronto Sydney Auckland Singapore Hong Kong Tokyo Seoul Taipej New Delhi Cape Town Sao Paulo

More information

Opportunities for Action in Consumer Markets. The Antidote to Mismanaged CRM Initiatives

Opportunities for Action in Consumer Markets. The Antidote to Mismanaged CRM Initiatives Opportunities for Action in Consumer Markets The Antidote to Mismanaged CRM Initiatives The Antidote to Mismanaged CRM Initiatives Most companies don t know who their best customers are. They enjoy the

More information

ECONOMICS AND THE BUSINESS ENVIRONMENT

ECONOMICS AND THE BUSINESS ENVIRONMENT ECONOMICS AND THE BUSINESS ENVIRONMENT Third edition John Sloman and Elizabeth Jones Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston San Francisco Toronto Sydney Tokyo

More information

OPERATIONS MANAGEMENT

OPERATIONS MANAGEMENT OPERATIONS MANAGEMENT Seventh edition Nigel Slack Alistair Brandon-Jones Robert Johnston PEARSON Harlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong Tokyo Seoul

More information

ADVANCED ACCOUNTING. Floyd A. Beams. /Virginia Polytechnic Institute and State University. Joseph H. Anthony. Michigan State University

ADVANCED ACCOUNTING. Floyd A. Beams. /Virginia Polytechnic Institute and State University. Joseph H. Anthony. Michigan State University A INTERNATIONAL EDITION ADVANCED ACCOUNTING Floyd A. Beams /Virginia Polytechnic Institute and State University Joseph H. Anthony Michigan State University Bruce Bettinghaus Grand Valley State University

More information

BUSINESS AND PROFESSIONAL COMMUNICATION

BUSINESS AND PROFESSIONAL COMMUNICATION Fifth Edition BUSINESS AND PROFESSIONAL COMMUNICATION PLANS, PROCESSES, AND PERFORMANCE James R. DiSanza Idaho State University Nancy J. Legge Idaho State University Allyn & Bacon Boston Columbus Indianapolis

More information

Logistics Management and Strategy

Logistics Management and Strategy Logistics Management and Strategy Competing through the supply chain Fourth Edition Alan Harrison Remko van Hoek Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston San

More information

MARKETING. Elnora W.!b II Ufluu 1 UNIVERSITY OF SOUTH CAROLINA UPSTATE. Michael R. SAINT JOSEPH'S UNIVERSITY. Greg W.

MARKETING. Elnora W.!b II Ufluu 1 UNIVERSITY OF SOUTH CAROLINA UPSTATE. Michael R. SAINT JOSEPH'S UNIVERSITY. Greg W. MARKETING Michael R. SAINT JOSEPH'S UNIVERSITY Greg W. ROLLINS GOLLEGE THE Elnora W.!b II Ufluu 1 UNIVERSITY OF SOUTH CAROLINA UPSTATE Prentice Hall Boston Columbus Indianapolis New York San Francisco

More information

MarMit-Based IVIa ii e merit

MarMit-Based IVIa ii e merit A SIXT H ED IT I ON MarMit-Based IVIa ii e merit Strategies for Growing Customer Value and Profitability ler J. Best Emeritus Professor of Marketing University of Oregon PEARSON Boston Columbus Indianapolis

More information

An Introduction. Global Edition. "University of North Carolina. Northwestern University

An Introduction. Global Edition. University of North Carolina. Northwestern University An Introduction Global Edition "University of North Carolina Northwestern University Boston Columbus Indianapolis NewYork San Francisco Upper Saddle River Amsterdam CapeTown Dubai London Madrid Milan Munich

More information

Compensating the Sales Force

Compensating the Sales Force Compensating the Sales Force A Practical Guide to Designing Winning Sales Reward Programs Second Edition David J. Cichelli Me Graw Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan

More information

Marketin. Global Edition 14

Marketin. Global Edition 14 Marketin Global Edition 14 PHILIP Kotler Northwestern University GARY Armstrong University of North Carolina Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai

More information

BUSINESS INTELLIGENCE

BUSINESS INTELLIGENCE SECOND EDITION BUSINESS INTELLIGENCE A MANAGERIAL APPROACH INTERNATIONAL EDITION Efraim Turban University of Hawaii Ramesh Sharda Oklahoma State University Dursun Deleii Oklahoma State University David

More information

CAREER DEVELOPMENT INTERVENTIONS IN THE 21 ST CENTURY

CAREER DEVELOPMENT INTERVENTIONS IN THE 21 ST CENTURY CAREER DEVELOPMENT INTERVENTIONS IN THE 21 ST CENTURY FOURTH EDITION SPENCER G. NILES Pennsylvania State University JOANN HARRIS-BOWLSBEY Kuder, Inc., Adel, Iowa PEARSON Boston Columbus Indianapolis New

More information

The Crossroads of Accounting & IT

The Crossroads of Accounting & IT The Crossroads of Accounting & IT Donna Kay, MBA, PhD, CPA, CITP Maryville University of Saint Louis Ali Ovlia, MS, DM Webster University Pearson Boston Columbus- Indianapolis New York San Francisco Upper

More information

Sixth Edition. Global Edition STRATEGY, FLANNING, AND OPERATION. Sunil Chopra. Kellogg School of Management. Peter Meindl.

Sixth Edition. Global Edition STRATEGY, FLANNING, AND OPERATION. Sunil Chopra. Kellogg School of Management. Peter Meindl. Sixth Edition Global Edition SUPPLY CHAIN MANAGEMENT STRATEGY, FLANNING, AND OPERATION Sunil Chopra Kellogg School of Management Peter Meindl Kepos Capital PEARSON Boston Columbus Indianapolis New York

More information

Network Security Essentials:

Network Security Essentials: Network Security Essentials: Applications and Standards Fifth Edition William Stallings International Editions contributions by B. R. Chandavarkar National Institute of Technology Karnataka, Surathkal

More information

Macroeconomics. Manfred Gartner. Prentice Hall THIRD EDITION. University of St Gallen, Switzerland. An imprint of Pearson Education

Macroeconomics. Manfred Gartner. Prentice Hall THIRD EDITION. University of St Gallen, Switzerland. An imprint of Pearson Education Macroeconomics THIRD EDITION Manfred Gartner University of St Gallen, Switzerland Prentice Hall FINANCIAL TIMES An imprint of Pearson Education Harlow, England London New York Boston San Francisco Toronto

More information

Global Edition. Eighth Edition. Michael R. SOLOMON SAINT JOSEPH'S UNIVERSITY. Greg W. MARSHALL ROLLINS COLLEGE

Global Edition. Eighth Edition. Michael R. SOLOMON SAINT JOSEPH'S UNIVERSITY. Greg W. MARSHALL ROLLINS COLLEGE Marketing Real People, Real Choices Global Edition Eighth Edition Michael R. SOLOMON SAINT JOSEPH'S UNIVERSITY Greg W. MARSHALL ROLLINS COLLEGE Elnora W. STUART THE UNIVERSITY OF SOUTH CAROLINA UPSTATE

More information

Advertising Research

Advertising Research Second Edition Advertising Research THEORY AND PRACTICE Joel J. Davis School of Journalism & Media Studies, San Diego State University Prentice Hall Boston Columbus Indianapolis New York San Francisco

More information

PEARSON TENTH EDITION. Lyn M. Fraser. Aileen Ormiston. International Edition contributions by. Abhik Kumar Mukherjee. St. Xavier's College, Kolkata

PEARSON TENTH EDITION. Lyn M. Fraser. Aileen Ormiston. International Edition contributions by. Abhik Kumar Mukherjee. St. Xavier's College, Kolkata TENTH EDITION Lyn M. Fraser Aileen Ormiston International Edition contributions by Abhik Kumar Mukherjee St. Xavier's College, Kolkata PEARSON Boston Columbus Indianapolis New York San Francisco Upper

More information

DIGITAL MARKETING DAVE CHAFFEY FIONA ELLIS-CHADWICK PEARSON

DIGITAL MARKETING DAVE CHAFFEY FIONA ELLIS-CHADWICK PEARSON I DIGITAL MARKETING DAVE CHAFFEY FIONA ELLIS-CHADWICK PEARSON Marlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong Tokyo Seoul Taipei New Delhi Cape Town Säo

More information

HANDBOOK OF CORPORATE FINANCE

HANDBOOK OF CORPORATE FINANCE HANDBOOK OF CORPORATE FINANCE A business companion to financial markets, decisions & techniques 2nd edition Glen Arnold Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston

More information

OPERATIONS AND PROCESS MANAGEMENT Principles and practice for strategic impact

OPERATIONS AND PROCESS MANAGEMENT Principles and practice for strategic impact OPERATIONS AND PROCESS MANAGEMENT Principles and practice for strategic impact Second Edition Nigel Slack Stuart Chambers Robert Johnston Alan Betts FT Prentice Hall FINANCIAL TIMES An imprint of Pearson

More information

The ReMark Proposition....at a glance. Maximum Value Creation

The ReMark Proposition....at a glance. Maximum Value Creation The ReMark Proposition...at a glance Our proposition at a glance Vision For Our Relationship ReMark seeks opportunities to partner with financial institutions to build discrete Alternative Distribution

More information

Prescription for cutting costs

Prescription for cutting costs Prescription for cutting costs By Fred Reichheld Loyal relationships In the current downturn, many companies are tightening belts. But too many are missing their biggest opportunity to keep costs down:

More information

Coaching Executives: Building Emotional Intelligence

Coaching Executives: Building Emotional Intelligence IMPACT STORY Coaching Executives: Building Emotional Intelligence How a Global Airline Developed Emotionally Intelligent Leaders via an Integrated Coaching Solution The Challenge The Columbia Leadership

More information

Seventh Edition. Judy Strauss Associate Professor of Marketing, University of Nevada, Reno

Seventh Edition. Judy Strauss Associate Professor of Marketing, University of Nevada, Reno Seventh Edition E-MARKETING Judy Strauss Associate Professor of Marketing, University of Nevada, Reno Raymond Frost Professor of Management Information Systems, Ohio University International Edition contributions

More information

VALUATION The Art and Science of Corporate Investment Decisions

VALUATION The Art and Science of Corporate Investment Decisions VALUATION The Art and Science of Corporate Investment Decisions Second Edition SHERIDAN TITMAN University of Texas at Austin JOHN D. MARTIN Baylor University Prentice Hall Boston Columbus Indianapolis

More information

The definitive companion to investment and the financial markets

The definitive companion to investment and the financial markets The definitive companion to investment and the financial markets Second edition Glen Arnold Financial Times Prentice Hall is an imprint of Harlow, England London New York Boston San Francisco Toronto Sydney

More information

Business Analytics. Methods, Models, and Decisions. James R. Evans : University of Cincinnati PEARSON

Business Analytics. Methods, Models, and Decisions. James R. Evans : University of Cincinnati PEARSON Business Analytics Methods, Models, and Decisions James R. Evans : University of Cincinnati PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London

More information

MANAGING BUSINESS AND PROFESSIONAL COMMUNICATION

MANAGING BUSINESS AND PROFESSIONAL COMMUNICATION Third Edition MANAGING BUSINESS AND PROFESSIONAL COMMUNICATION Carley H. Dodd Abilene Christian University Allyn& Bacon Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam

More information

Introduction to Operations and Supply Chain Management

Introduction to Operations and Supply Chain Management Third Edition Introduction to Operations and Supply Chain Management Cecil C. Bozarth North Carolina State University Robert B. Handfield North Carolina State University Boston Columbus Indianapolis New

More information

Fundamentals of INVESTING

Fundamentals of INVESTING Fundamentals of INVESTING ELEVENTH EDITION LAWRENCE J. GITMAN, CFP San Diego State University MICHAEL D. JOEHNK, CFA Arizona State University SCOTT B. SMART indiana University Boston Columbus Indianapolis

More information

Natural Resource and Environmental Economics

Natural Resource and Environmental Economics Natural Resource and Environmental Economics Third Edition Roger Perman YueMa James McGilvray Michael Common PEARSON Addison Wesley Harlow, England London New York Boston San Francisco Toronto Sydney Tokyo

More information

Using Ml. David M. Kroenke PEARSON

Using Ml. David M. Kroenke PEARSON r.j*v.-t #** Using Ml David M. Kroenke PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico

More information

Customer Relationship. Opportunities for Action in the Pulp and Paper Industry. Management in the Paper Industry

Customer Relationship. Opportunities for Action in the Pulp and Paper Industry. Management in the Paper Industry Customer Relationship 2/9/04 1:42 PM Page 1 Opportunities for Action in the Pulp and Paper Industry Customer Relationship Management in the Paper Industry Customer Relationship Management in the Paper

More information

Computer Organization

Computer Organization Computer Organization and Architecture Designing for Performance Ninth Edition William Stallings International Edition contributions by R. Mohan National Institute of Technology, Tiruchirappalli PEARSON

More information

Meaning in Interaction: an Introduction to Pragmatics

Meaning in Interaction: an Introduction to Pragmatics Meaning in Interaction: an Introduction to Pragmatics Jenny Thomas An imprint of Pearson Education Harlow, England London New York Reading, Massachusetts San Francisco Toronto Don Mills, Ontario Sydney

More information

Social Work, Social Welfare, and American Society

Social Work, Social Welfare, and American Society Social Work, Social Welfare, and American Society Philip R. Popple University of Texas at Arlington Leslie Leighninger Arizona State University Allyn & Bacon Boston Columbus Indianapolis New York San Francisco

More information

RFID Field Guide. Deploying Radio Frequency Identification Systems. Manish Bhuptani Shahram Moradpour. Sun Microsystems Press A Prentice Hall Title

RFID Field Guide. Deploying Radio Frequency Identification Systems. Manish Bhuptani Shahram Moradpour. Sun Microsystems Press A Prentice Hall Title RFID Field Guide Deploying Radio Frequency Identification Systems Manish Bhuptani Shahram Moradpour Sun Microsystems Press A Prentice Hall Title PRENTICE HALL PTR Prentice Hall Professional Technical Reference

More information

Winning the Hardware-Software Game

Winning the Hardware-Software Game Winning the Hardware-Software Game Using Game Theory to Optimize the Pace of New Technology Adoption Ruth D. Fisher PRENTICE Upper Saddle River, NJ Boston Indianapolis San Francisco New York Toronto Montreal

More information

Achieving Export Sales Growth

Achieving Export Sales Growth Achieving Export Sales Growth How Enterprise Ireland and its overseas network works with Irish exporting companies Angela Byrne Marketing & Sales Strategy Adviser Enterprise Ireland Finance 4 Growth Workshop

More information

Opportunities for Action in Financial Services. The Three Golden Rules of Cross-Selling

Opportunities for Action in Financial Services. The Three Golden Rules of Cross-Selling Opportunities for Action in Financial Services The Three Golden Rules of Cross-Selling The Three Golden Rules of Cross-Selling Most banks and insurance companies recognize the value to be captured from

More information

Opportunities for Action in Financial Services. Growing Profits Under Pressure: Integrating Corporate and Investment Banking

Opportunities for Action in Financial Services. Growing Profits Under Pressure: Integrating Corporate and Investment Banking Opportunities for Action in Financial Services Growing Profits Under Pressure: Integrating Corporate and Investment Banking Growing Profits Under Pressure: Integrating Corporate and Investment Banking

More information

Opportunities for Action in Industrial Goods. Winning by Understanding the Full Customer Experience

Opportunities for Action in Industrial Goods. Winning by Understanding the Full Customer Experience Opportunities for Action in Industrial Goods Winning by Understanding the Full Customer Experience Winning by Understanding the Full Customer Experience The old adage What gets measured gets done is fine

More information

Marketing for Hospitality and Tourism

Marketing for Hospitality and Tourism A SIXTH E D I T I O N Marketing for Hospitality and Tourism Philip Kotler John T. Bo wen James C. Makens PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town

More information

Manfred Gartner. University of St Gallen, Switzerland. An imprint of Pearson Education

Manfred Gartner. University of St Gallen, Switzerland. An imprint of Pearson Education Manfred Gartner University of St Gallen, Switzerland An imprint of Pearson Education Harlow, England London New York Reading, Massachusetts San Francisco Toronto Don Mills, Ontario Sydney Tokyo Singapore

More information

Seamus McMahon Ashish Jain Kumar Kanagasabai. Redefining the Mission for Banks Call Centers Cut Costs, Grow Sales, or Both

Seamus McMahon Ashish Jain Kumar Kanagasabai. Redefining the Mission for Banks Call Centers Cut Costs, Grow Sales, or Both Perspective Amit Gupta Seamus McMahon Ashish Jain Kumar Kanagasabai Redefining the Mission for Banks Call Centers Cut Costs, Grow Sales, or Both Contact Information Chicago Ashish Jain Principal 312-578-4753

More information

How to ace the case interview

How to ace the case interview How to ace the case interview Up-front planning The case interview is only one dimension of the recruiting process, but it is typically the part that raises the most anxiety. We hope this guide will help

More information

MIKE COHN. Software Development Using Scrum. VAddison-Wesley. Upper Saddle River, NJ Boston Indianapolis San Francisco

MIKE COHN. Software Development Using Scrum. VAddison-Wesley. Upper Saddle River, NJ Boston Indianapolis San Francisco Software Development Using Scrum MIKE COHN VAddison-Wesley Upper Saddle River, NJ Boston Indianapolis San Francisco New York Toronto Montreal London Munich Paris Madrid Cape Town Sydney Tokyo Singapore

More information

Computing. Federal Cloud. Service Providers. The Definitive Guide for Cloud. Matthew Metheny ELSEVIER. Syngress is NEWYORK OXFORD PARIS SAN DIEGO

Computing. Federal Cloud. Service Providers. The Definitive Guide for Cloud. Matthew Metheny ELSEVIER. Syngress is NEWYORK OXFORD PARIS SAN DIEGO Federal Cloud Computing The Definitive Guide for Cloud Service Providers Matthew Metheny ELSEVIER AMSTERDAM BOSTON HEIDELBERG LONDON NEWYORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY TOKYO

More information

Ken Favaro Ashish Jain Samuel Bloustein. Small Business Banking Customers An Attractive Segment for Organic Growth

Ken Favaro Ashish Jain Samuel Bloustein. Small Business Banking Customers An Attractive Segment for Organic Growth Leading Research Paul Hyde Ken Favaro Ashish Jain Samuel Bloustein Small Business Banking Customers An Attractive Segment for Organic Growth Small Business Customers Are Among the Most Profitable Segments

More information

MULTINATIONAL BUSINESS FINANCE

MULTINATIONAL BUSINESS FINANCE GLOBAL EDITION MULTINATIONAL BUSINESS FINANCE 12TH EDITION David K. Arthur I. Michael H. EITEMAN STONEHILL MOFFETT University of California, Oregon State University Thunderbird School Los Angeles and the

More information

Opportunities for Action in Financial Services. Sales Force Effectiveness: Moving Up the Middle and Managing New Prospects

Opportunities for Action in Financial Services. Sales Force Effectiveness: Moving Up the Middle and Managing New Prospects Opportunities for Action in Financial Services Sales Force Effectiveness: Moving Up the Middle and Managing New Prospects Sales Force Effectiveness: Moving Up the Middle and Managing New Prospects Good

More information

Opportunities for Action. Achieving Success in Business Process Outsourcing and Offshoring

Opportunities for Action. Achieving Success in Business Process Outsourcing and Offshoring Opportunities for Action Achieving Success in Business Process Outsourcing and Offshoring Achieving Success in Business Process Outsourcing and Offshoring The list of companies that have launched efforts

More information

Direct Marketing AN INTEGRATED APPROACH

Direct Marketing AN INTEGRATED APPROACH Direct Marketing AN INTEGRATED APPROACH William J. McDonald, Ph.p. Hofstra UmyCrsity New Thinking An International Direct Marketing Agency fü lrwin islwcgraw-hhi Boston Buir Ridge, IL Dubuque, IA Madison,

More information

Opportunities for Action in Financial Services. Transforming Retail Banking Processes

Opportunities for Action in Financial Services. Transforming Retail Banking Processes Opportunities for Action in Financial Services Transforming Retail Banking Processes Transforming Retail Banking Processes The retail banking environment is undergoing major change. Retail banking customers

More information

NEW ZEALAND FINANCIAL ACCOUNTING

NEW ZEALAND FINANCIAL ACCOUNTING J Q OOO####I i ' WWc #OOO####CI # «0O O0OQi###t i oi oo ###0 # i CRAIG DEEGAN / GRANT SAMKIN RMIT University University of Waikato NEW ZEALAND FINANCIAL ACCOUNTING The McGraw-Hill Companieii Sydney New

More information

Computer Security. Introduction to. Michael T. Goodrich Department of Computer Science University of California, Irvine. Roberto Tamassia PEARSON

Computer Security. Introduction to. Michael T. Goodrich Department of Computer Science University of California, Irvine. Roberto Tamassia PEARSON Introduction to Computer Security International Edition Michael T. Goodrich Department of Computer Science University of California, Irvine Roberto Tamassia Department of Computer Science Brown University

More information

Health Care Viewpoint

Health Care Viewpoint Using Mergers and Acquisitions to Secure Strategic Position and Profitable Growth Health Care Viewpoint Number 11 Bain health care expertise As the year 2000 approaches, the health care industry is still

More information

Sherry J. Roberts PEARSON

Sherry J. Roberts PEARSON 1 Personal Financial I Literacy H MikfJ - f.a-vc H Sherry J. Roberts PEARSON 1 Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich

More information

Strategic Management and Competitive Advantage

Strategic Management and Competitive Advantage EDITION 3 Strategic Management and Competitive Advantage CONCEPTS AND CASES Jay B. Barney The Ohio State University j William S.Hesterly The University of Utah Prentice Hall Boston Columbus Indianapolis

More information

ENTERPRISE RESOURCE PLANNING

ENTERPRISE RESOURCE PLANNING ENTERPRISE RESOURCE PLANNING ~SECOND E DITION~ ENTERPRISE RESOURCE PLANNING ~SECOND E DITION~ Alexis Leon L&L Consultancy Services Pvt Ltd Kochi Tata McGraw-Hill Publishing Company Limited NEW DELHI McGraw-Hill

More information

01/ 02/ 03/ 04/ 05/ Beyond borders Deloitte Discovery April 23 rd 2015 Cyprus 1 Going beyond borders to move our clients ahead Deloitte Discovery Services - Deloitte Legal 2 The Deloitte

More information

Delivery. Enterprise Software. Bringing Agility and Efficiency. Global Software Supply Chain. AAddison-Wesley. Alan W. Brown.

Delivery. Enterprise Software. Bringing Agility and Efficiency. Global Software Supply Chain. AAddison-Wesley. Alan W. Brown. Enterprise Software Delivery Bringing Agility and Efficiency Global Software Supply Chain to the Alan W. Brown AAddison-Wesley Upper Saddle River, NJ Boston Indianapolis San Francisco New York Toronto

More information

CONTEMPORARY HUMAN RESOURCE MANAGEMENT

CONTEMPORARY HUMAN RESOURCE MANAGEMENT Third Edition CONTEMPORARY HUMAN RESOURCE MANAGEMENT Text and Cases Tom Redman Adrian Wilkinson F T Prentice Hall FINANCIAL TIMES An imprint of Pearson Education Harlow, England London New York Boston

More information

1999 COMMUNICATIONS STUDY LINKING COMMUNICATIONS WITH STRATEGY TO ACHIEVE BUSINESS GOALS

1999 COMMUNICATIONS STUDY LINKING COMMUNICATIONS WITH STRATEGY TO ACHIEVE BUSINESS GOALS W A T S O N W Y A T T 1999 COMMUNICATIONS STUDY LINKING COMMUNICATIONS WITH STRATEGY TO ACHIEVE BUSINESS GOALS A CLOSE TIE between business and communications strategies will align the workforce with

More information

Accounting. and Finance. An Introduction. Eddie McLaney. and. Peter Atrill

Accounting. and Finance. An Introduction. Eddie McLaney. and. Peter Atrill Accounting and Finance An Introduction Eddie McLaney and Peter Atrill PEARSON Marlow, England London New York Boston San Francisco Toronto Sydney Auckland Singapore Hong Kong» Tokyo Seoul Taipei New Delhi

More information

MINT TWELFTH EDITION PEARSON

MINT TWELFTH EDITION PEARSON o o MINT TWELFTH EDITION PEARSON Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City Sao

More information

C ONTENTS. Acknowledgments

C ONTENTS. Acknowledgments kincaidtoc.fm Page vii Friday, September 20, 2002 1:25 PM C ONTENTS Preface Acknowledgments xxi xxvii Part 1 CRM: Is It Right for Your Company? 1 Chapter 1 Commerce in the 21st Century 3 1.1 Understanding

More information

Joint General Assembly APLAC-PAC 2014 June 21-28, Guadalaja, Mexico

Joint General Assembly APLAC-PAC 2014 June 21-28, Guadalaja, Mexico Joint General Assembly APLAC-PAC 2014 June 21-28, Guadalaja, Mexico Suggestions air transportation to Guadalajara, Mexico Below are some suggested connections that can be taken from different countries

More information

International Investments

International Investments 2008 AGI-Information Management Consultants May be used for personal purporses only or by libraries associated to dandelon.com network. International Investments Bruno Solnik H.E.C. SCHOOL of MANAGEMENT

More information

CRYPTOGRAPHY AND NETWORK SECURITY

CRYPTOGRAPHY AND NETWORK SECURITY CRYPTOGRAPHY AND NETWORK SECURITY PRINCIPLES AND PRACTICE SIXTH EDITION William Stallings International Edition contributions by Mohit P Tahiliani NITK Surathkal PEARSON Boston Columbus Indianapolis New

More information

Ninth Edition. David W. Cravens. Nigel F. Piercy. McGraw-frSiBI irwin. M.j. Neeley School of Business Texas Christian University

Ninth Edition. David W. Cravens. Nigel F. Piercy. McGraw-frSiBI irwin. M.j. Neeley School of Business Texas Christian University Ninth Edition David W. Cravens M.j. Neeley School of Business Texas Christian University Nigel F. Piercy Warwick Business School The University of Warwick McGraw-frSiBI irwin Boston Burr Ridge, IL Dubuque,

More information