Book Description
Maximize customer satisfaction and maximize your bottom line
Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction.
* Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care
Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.
Customer Reviews:
Energy is a worthwhile thing. Save it!.......2001-05-19
Energy is a worthwhile thing. Save it and skip this book. It reads like a loosely integrated collection of contributions. A more cohesive and comprensive set of basic ideas can be downloaded from the Customers-dot-com companion website at the same address for zilch.
Some interesting subjects, but too shallow arguments.......2001-03-28
To be honest, I have not understood, however not completely, what the authors want to say or explain. Interesting subjects are surely showed, but just lightly touched. Of course, you must agree that a profitable customer is better than a non-profitable one, and that maintaining her/his loyalty makes company to get the related revenue for a longer period. I think also that you may well acknowledge that new technologies do not suit to old organizations. But I am not sure that more than three hundred pages were necessary to say it. I have found some chapters much more interesting than others (for example The Tools For CRM), but if the question for such kind of books is "Which problems is this book helpful to solve to?", unless you consider a problem preparing a slide presentation, I have not been able to find any.
For those with an implementation challenge!.......2000-12-21
This is the most practical book I have read on the subject of customer relationship management (CRM). Those looking for an introduction to the subject might be better served by reading a slightly higher-level and more theoretical book such as Driving Customer Equity by Rust et. al.. However, if you understand the basics of customer care and are interested in purchasing or implementing a CRM system at your firm, this book will prove itself a highly useful resource. It will increase your understanding of strategic CRM, help you build a case and align key organizational players, and navigate tricky and potentially devastating implementation issues.
As a collection of separately authored pieces, the book works better for me as a resource than an end-to-end read. It could benefit by having a subject index.
Good CRM Framework.......2000-07-22
I disagree with the previous reader - this book is not too "fluffy". I think that the editor and contributor (Stanley Browne) has done a very good job of pacing the reader through the fundamentals of CRM to the more complex areas of balanced scorecard implementation, data warehousing, and analysis. I have read dozens of customer service-oriented books over the past year, and I believe that this is one of the better efforts to define where business is currently moving in that respect. The case study "vignettes" in general are OK (although somewhat well-worn), but the detailed studies are actually very comprehensive and interesting.
In summary, this book contains some critical points for anyone considering or in the process of implementing a so-called CRM system. It will help you avoid common pitfalls and is well-worth the investment.
New-era Marketing.......2000-07-18
It's a great book to help me realize the fundamental strategies to treat customers.
Average customer rating:
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The EU's Enlargement and Mediterranean Strategies: A Comparative Analysis
Manufacturer: Palgrave Macmillan
ProductGroup: Book
Binding: Hardcover
 Comparative
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ASIN: 0333772814 |
Book Description
This book is one of the rare studies embracing, through a comparative and prospective approach, the emerging pan-Euro-Mediterranean regional integration. The main purpose of this study is to make an analysis and a systematic comparison of the preferential relations between the EU and its eastern and southern peripheries and to stimulate further reflection on this topic. The respective frameworks for these relations share considerable similarities but also many differences.
Book Description
This explosive and controversial examination of business, history, and ethnicity shows how "global tribes" have shaped the world's economy in the past--and how they will dominate its future.
From the Trade Paperback edition.
Customer Reviews:
Globalization and Tribes - Interesting Relationship.......2007-03-08
This is a great book for those who have always wondered why there are Chinese restaurants all over the world and the presence of synagogues in even the most odd of places. Describes the relationships of cultural groups such as the Chinese, Jews, Indians, Arabs, etc. across the globe and how they work together and rely on one another even though they are spread all over the planet.
there is a dark side of strategizing ethnic groups.......2004-01-01
There is a dark side of disproportionate wealth and it's explored in depth in "World on Fire" by Amy Chua. I read there that in the Philippines the ethnic Chinese make up one percent of the population, but control seventy percent of the wealth. One danger is that there can be an ethnic cleansing as another reviewer mentioned. Another danger is destroying democracy, since the economically dominant minority wouldn't tolerate it after reaching such an extreme disparity of wealth. I hope USA doesn't end up like the Philippines.
A great book on the dynamic link between culture and wealth.......2001-12-06
This is a great book that has a keen and insightful look into how certain cultures and ethnic groups rise to prominence in a global economy. The author focuses on five "Tribes": the Jews, the British, the Japanese, the Chinese, and the Indians. Kotkin is always fair, objective, and intelligent when it comes to explaining how and why these groups have developed the "cultural capital" to attain disproportionate economic success.
Kotkin lays out his work in an excellent chronological manner, which strongly demonstrates the dynamic nature on how these groups rose economically over the course of history and time. He also notes differences between the groups and some problems within them, such as pointing out the more centralized and "engineered" rise of the Japanese "Tribe", or the decline of the British work ethic.
Kotkin then neatly follows these 5 groups with a discussion on what he perceives as "future Tribes" rising in economic success and wealth, such as Mormons and Palestinians (who are by far the most educated, entrepreneurial, and enterprising people in the Arab world; just look at the pre-1991 Kuwaiti economy). This dynamist and forward-looking perspective cements Kotkins narrative being very progressive and non-prejudiced.
Although, as mentioned, Kotkin is extremely fair and objective, it is important to point out that he does come from a certain perspective, namely a kind of neoliberal and neolibertarian outlook that places a strong emphasis on cultural dynamism (i.e., cultures as organic and evolving, rather than having determined, static boundaries). I happen to greatly agree with this perspective, which is probably why I personally like the book so much.
If there is one minor shortcoming of this book, it would be that Kotkin did not fully explore the dark side of disproportionate economic success in an ethnic group. There is the external dark side, namely the envy, jealousy, oppression, and even genocide faced by economically successful cultural groups, especially when they are a politically weak minority. History is replete with these stories, whether they be Indians in East Africa, Chinese in Southeast Asia, or Jews in Europe. There is also the internal dark side, whereby the economic success in an ethnic group may lead to a suffocation of individual lifestyle and cultural choices (i.e., pressure to conform) and a condescending if not bigoted view of other cultures, especially the majority cultures in ones they're living. These themes are further explored in several books by conservative author Thomas Sowell.
Overall, however, the book is a wonderful primer on this "ethno-economic" phenomenon. Any one who has ever asked the question "Why are all the nail salons 'controlled' by Vietnamese?" must read this book.
A Cosmopolitan Perspective on Business and Culture.......1998-05-07
"Tribes", by Joel Kotkin (1992 Random House) This book is necessary reading for anyone interested in learning in depth about the increasingly multicultural aspects of modern business, leadership and education. Kotkin shares a thorough and thoroughly researched understanding of the origins and growth of "Global Tribes". He discusses the history and economic impact of the diaspora cultures of the Jews, Japanese, Chinese, Indian and British.
Where many futurist authors talk about a "Post-Modern era", Kotkin frames the future as "Post Cold-War". He states that increasingly ethnic identities will determine the primary sphere of social and economic identity, and not current political identities. In the Epilogue he talks about Cosmopolis, a world dominated by cosmopolitan centers with multiethnic identities, rather than a world dominated by political identities. He ties this idea of the economic power and multicultural complexity of future cosmopolitan cities to the rise and eventual domination of great cosmopolitan cities of the past such as Alexandria, Canton, London, Rome, and others. While this is his conclusion, the bulk of the book is a very cosmopolitan discussion of the economic and social impact of the growth of five Global Tribes, and the changes that have, and will, come with them. Each culture has in common that they are largely disconnected from the culture they find themselves in, have a strong ethnic identity "a vocation of uniqueness", a strong work ethic, and a theology that allows them to work pragmatically in the business community. Of particular interest was his discussion about the rise, near decline, and limitations of the Japanese "diaspora by design". His discussion is neither prejudiced nor chauvinist, but centered on a thorough understanding of Japanese history and the perspective. For that reason alone, the book is worth reading. Other minor players in the Cosmopolis, such as Jains and Mormons, are also discusse! d. It is refreshing to read a well-researched book on global economic and political patterns that is not coloured by an American centered understanding of world developments. If one is going to consider business or leadership interactions outside of an Anglo-American perspective, there is much to think about here.
Average customer rating:
- All other agreements and partnerships should be considered as stepping stones to a direct operations strategy
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Cracking the Japanese Market: Strategies for Success in the New Global Economy
James Morgan
Manufacturer: Free Press
ProductGroup: Book
Binding: Hardcover
Strategy & Competition
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ASIN: 0029216915 |
Book Description
Global business today is played by new rules -- many of which are being written by the Japanese and their remarkably successful companies. Because the Japanese are redefining business as we know it, Western companies expecting to profit from the new global marketplace must first learn to compete and succeed against the Japanese in Japan.
James C. Morgan, Chairman of Applied Materials, Inc., the leading supplier of advanced processing equipment to the worldwide semiconductor industry which does about forty percent of its business in Japan, and J. Jeffrey Morgan, who has worked in Tokyo on the "inside" at Mitsui & Co., Japan's oldest trading conglomerate, contend that apathy and ignorance have prevented many Western companies from capitalizing on the enormous opportunities for business in Japan. In this brilliant examination of Japanese markets, companies, and business practices -- with special emphasis on the establishment of Applied Materials Japan -- the Morgans, father and son, assert that success in the world of Japanese business is determined by two factors: technology and relationships. Candidly discussing their own mistakes and failures as well as their triumphs, the authors provide invaluable insights into the specific challenges facing Western companies in establishing a presence in Japan: problems in financing the venture, product design and production, marketing and distribution, and most important, creating long-term relationships or "putting on a Japanese face." The extraordinary success of Applied Materials Japan -- hailed by George Bush on the campaign trail in 1988 as "a model for all America" -- is testimony to the valuable lessons to be learned from this book.
The Morgans provide a clearly written, step-by-step framework for reorienting company thinking, revising corporate strategy, and revitalizing any organization for world class competitiveness. Using vivid examples of Western companies that have both succeeded admirably and failed miserably in Japan, Cracking the Japanese Market is a straightforward examination of what it takes to compete successfully there -- and by extension in the world today.
Customer Reviews:
All other agreements and partnerships should be considered as stepping stones to a direct operations strategy.......2007-06-20
1. All other agreements and partnerships should be considered as stepping stones to a direct operations strategy.
2. The operation should be designed to begin and support a close relationship between your company and your Japanese customers.
3. The Japanese operation should permit long-term control of company product, services, and technologies.
4. The closer you get to the marketplace, the clearer your understanding of opportunities.
5. Build opportunity and reduce risk.
6. Select and entrust a Japanese Leader too provide credibility, influence talent to join the organization, and deal with customer relationships.
7. Plan and invest long-term
8. Build local research, engineering, and manufacturing capabilities.
9. Establish sales offices and new distribution channels in Japan
10. Integrate computer and communitcation linkages between your US and Japan business entities
11. Globalize and strive for worldwide quality and service programs; create globalized benefit structures and a Global oriented Human Resource management team; develop a global corporate culture.
12. The Japanese people view the job as an extension of family environment and a determinant of social status and their sphere of relationship through out ones life.
13. Highest on the incentive priority list for job selection is the company's stability and long-term commitment to the employee. In "Japanese Society", the author quotes, "Employment with a foreign firm is regarded as outside of the the system...This reluctance comes first from the feeling of insecurity about the future,[American firms do not guarantee lifetime employment]. Critical Employment strategies include: developing a relationship with professors, as key mentors, gaining press converage, submitting articles in technical journals and career magazines. Selecting the right corporation is important for Japanese men; Japanese men are ranked by group or the corporation they belong or their connection too well known and strong individuals. Applied Material hired manager Tetsuo Iwasaki and he used his influence to recruit and attract talented young Japanese willing to take the risk and join following his leadership. Iwasaki gave credibility and attracted others to follow.
14. "Focus on hiring a good core management team and let them build staff." "The opportunity for more responsiblity and quicker rise through the ranks is a guenuine attraction for Japanese". Hire retiring executives from Japanese companies and government ministeries. Seek Japanese members for your board or advisory groups. Synergy borne of diversity is one of the principal benefits to be derived from doing business in Japan. Japanese manager looks at personality and character and potential skill, instead of actual skill in hiring.
15. "Foreign companies fail to get the best from their Japanese subsidiaries simply because they don't accord them the respect they deserve." The parent company must internally promote the Japanese subsidary, its products, market team, and manufacturing. Relationships are the true source of power in Japan. Japanese management should always lead customer relationships and empower them with capacity.
16. Japanese banks are becoming more willing to loan to foreign business seeking local financing. Establish an early relationship with a Japanese Bank and find someone to make the introduction. The Japanese Bank will make the critical business partner introductions and they will voucher for crediblity and trust worthiness and arrange ample financing.
17. Keep a management team that is close to Japanese decisionmakers: banks, industrial groups, MITI, and other management groups. Keep decision making authority local and close to the market; recruit from top Universities; operate in the local currency.
18. Cycle time reduction is critical to the success of today's global competitor; it is key to being responsive to the customer, which in turn is a prerequisite to the development of strategic partnership with customers, ablility to manage variety, respond to a niche strategy of the competiton. Improvements will have have a tremendous impact on the size of the opportunity a company can effectively manage.
19. Workers should have a sense of loyality, a feeling of ownership and responsiblity, for every company function and activity, as a major company asset.
20 Technology must focus on customer needs and be committed to the success of the customer's business
21. The Japanese have succeeded in penetrating far-reaching markets beccause they have built world-class information networks.
Average customer rating:
- Career Survival in the New Global Economy
- worth reading, impress your friends! be a hit on a talk show
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Jobscape: Career Survival in the New Global Economy
Colin Campbell
Manufacturer: JIST Works
ProductGroup: Book
Binding: Paperback
General
| Job Hunting & Careers
| Business & Investing
| Subjects
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Guides
| Job Hunting & Careers
| Business & Investing
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General
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Management & Leadership
| Business & Investing
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| Business Ethics
| Consolidation & Merger
| Decision-Making & Problem Solving
| Distribution & Warehouse Management
| Industrial
| Information Management
| Leadership
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| Management Science
| Motivational
| Negotiating
| Operations Research
| Planning & Forecasting
| Pricing
| Production & Operations
| Project Management
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| Risk Assessment
| Statistics
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| Systems & Planning
| Systems Analysis
| Teams
| Total Quality Management
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ASIN: 1563703165 |
Customer Reviews:
Career Survival in the New Global Economy.......2001-03-07
Explores trends and changes affecting today's workers and workplace, as well as providing examples of innovative, high performance companies. Good info, easy to read. Very helpful to anyone wanting a moderately detailed overview of the global economy. Recommended for general readers.
worth reading, impress your friends! be a hit on a talk show.......1999-03-18
global economy, the vison thing,useful tidbits, one of the more sucessful efforts I've read lately
Product Description
Perpetual Business Machines is a business manual written especially for technical professionals striving to operate in the new economy: a global economic environment marked by knowledge, convergence of technologies, and free markets. Perpetual Business Machines channels the author's personal experience in the high-tech industry during all phases of business cycles. Chapters address the key principles of profit-making, market analysis, product management, business procedure, troubleshooting, and more. Presenting its ideas enumerated point-by-point, Perpetual Business Machines is a "must-have" for anyone in the technology industry looking to strengthen their understanding of how business works and what common errors to avoid in collaborations and other ventures.
Average customer rating:
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Preparing Your Business for the Global Economy
"Business Week"
Manufacturer: Mcgraw-Hill
ProductGroup: Book
Binding: Paperback
Strategy & Competition
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ASIN: 0070094381 |
Book Description
Global expansion is a tricky business for all companies but especially for smaller ones. Now the experts at Business Week have pooled their knowledge to offer a realistic plan for entering your business into the international arena. Written from Business Week's unique perspective, this guide focuses on the pros and cons of global expansion. America's most trusted business weekly shows small and midsized firms how to find foreign profit opportunities... meet the challenges posed by overseas markets... and take advantage of the on-line revolution that has made it easier to do business worldwide. Helpful checklists let readers assess whether their company is ready, willing, and able to make the global move. Questions include: How do we start making money by selling our products, offering our services, or producing goods abroad? How do we handle such factors as language barriers, international banking, and differences in marketing and distribution? By helping readers find solid answers, Preparing Your Business For the Global Economy will light the way to increased profit and global success for growing business everywhere.
Average customer rating:
- Real world view of a complicated global economy
- Insightful, Wonderfully Pragmatic
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Success in a Global Economy
Ronald Holmes
Manufacturer: 1st Books Library
ProductGroup: Book
Binding: Hardcover
General
| Popular Economics
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International
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ASIN: 1414063180 |
Customer Reviews:
Real world view of a complicated global economy.......2006-07-18
Whether it's the Far East or down under, the author helps you recognize and focus on the things which transend simply the business aspect of succeeding in a global economy. Good insight to help individuals better understand the world beyond our borders.
Insightful, Wonderfully Pragmatic.......2006-07-15
Best assessment of current world economic situation I have read in a long time. Any other books by this fun writer?
Book Description
This digital document is an article from Global Competitiveness, published by Thomson Gale on January 1, 2003. The length of the article is 613 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Competitiveness, new economy and small business.(e-commerce effects economic success )
Author: Prashanth B. Nagendra
Publication:
Global Competitiveness (Magazine/Journal)
Date: January 1, 2003
Publisher: Thomson Gale
Volume: 11
Issue: 1
Page: i(2)
Distributed by Thomson Gale
Average customer rating:
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Central African Republic Business Intelligence Report
International Business Publications, USA
Manufacturer: International Business Publications, USA
ProductGroup: Book
Binding: Paperback
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ASIN: 0739749358
Release Date: 2003-02-10 |
Book Description
Business intelligence information for successful export-import, business and investment operations, strategic contacts and more. Updated annually
Books:
- Customer Service: A Practical Approach (4th Edition)
- Customer Service: Aiming for Excellence
- Customer Service Is a Contact Sport
- Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
- Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications
- Direct Marketing Rules of Thumb: 1,000 Practical and Profitable Ideas to Help You Improve Response, Save Money, and Increase Efficiency in Your Direct Program
- Discounts and Good Deals for Seniors in Texas: The Best Bargains and Deals from Abilene to Zavalla for Ages 50 and Up
- Emotion Marketing: The Hallmark Way of Winning Customers for Life
- Engineering Self-Organising Systems: Methodologies and Applications (Lecture Notes in Computer Science)
- Financing the American Dream: A Cultural History of Consumer Credit
Books Index
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