Customer Relationship Management: A Global Approach provides a uniquely global, holistic, strategic and tactical grounding in managing customer and other stakeholder experiences and relationships across the value chain, cultures and countries. Reflecting the global structures of companies operating today, the author draws on his research knowledge alongside industry and teaching experience to connect Customer Relationship Management (CRM) core concepts, processes and strategies with international business opportunities and challenges, including globalization and cross-cultural marketing. Emphasis is placed on the need for developing cross-cultural skills and cultural intelligence for identifying and fulfilling cross country CRM opportunities, through analytical, strategic, operational and social CRM projects. Written in an accessible style throughout, the eleven chapters provide ample depth to support a full course related to CRM, spanning: · CRM foundations · planning and implementation · managing stakeholder relationships · improving global CRM implementation Wide-ranging case studies include: Royal Bank of Scotland, the Nike hijab, Instagram, HubSpot and the pharmaceutical industry in India. The text will appeal to advanced undergraduate and graduate students studying CRM, Relationship Marketing and International Marketing, as well as CRM and marketing practitioners. Samit Chakravorti is an Associate Professor of Marketing at Western Illinois University in the United States.

This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.

This book is a hands-on single-source reference of tools, techniques, and processes integrating both Lean and Six Sigma. This comprehensive handbook provides up-to-date guidance on how to use these tools and processes in different settings, such as start-up companies and stalled projects, as well as establish enterprises where the ongoing drive is to improve processes, profitability, and long-term growth. It contains the "hard" Six Sigma approach as well as the flexible approach of FIT SIGMA, which is adaptable to manufacturing and service industries and also public sector organisations. You will also discover how climate change initiatives can be accelerated to sustainable outcomes by the holistic approach of Green Six Sigma. The book is about what we can do now with leadership, training, and teamwork in every sphere of our businesses. Lean, originally developed by Toyota, is a set of processes and tools aimed at minimising wastes. Six Sigma provides a set of data-driven techniques to minimise defects and improve processes. Integrating these two approaches provides a comprehensive and proven approach that can transform an organisation. To make change happen, we need both digital tools and analog approaches. We know that there has been a continuous push to generate newer approaches to operational excellence, such as Total Quality Management, Six Sigma, Lean Sigma, Lean Six Sigma, and FIT SIGMA. It is vital that we harness all our tools and resources to regenerate the economy after the Covid-19 pandemic and make climate change initiatives successful for the survival of our planet. Six Sigma and its hybrids (e.g., Lean Six Sigma) should also play a significant part. Over the last three decades, operational performance levels of both public sector and private sector organisations improved significantly and Lean Six Sigma has also acted as a powerful change agent. We urgently need an updated version of these tools and approaches. The Green Six Sigma Handbook not only applies appropriate Lean and Six Sigma tools and approaches, fitness for the purpose, but it aims at sustainable changes. This goal of sustainability is a stable bridge between Lean Six Sigma and climate change initiatives. Hence, when the tools and approaches of Lean Six Sigma are focused and adapted primarily to climate change demands, we get Green Six Sigma.

Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.

The second edition of this supplemental text continues to provide students with the tools to cultivate emotionally intelligent behavior for success both inside and outside of the classroom. Through 13 in-depth emotional intelligence skill lessons, new students and first generation students will be guided along practical pathways to student learning and leadership with the aide of caring research-derived advice, helpful illustrations, and experience-based learning opportunities that will help them grow confidence and excel in all aspects of their lives

"Most people believe their emotions are automatic reactions to events. Events happen and trigger emotions, and that is all there is to it. Few realize that their emotions are determined by what they think, by how they interpret events, and not by the events themselves. Epstein provides techniques for gaining control of emotions and putting them to positive use while also developing the theoretical insights behind such control."--