Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail or wholesale, this book offers proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. It includes the techniques of hundreds of innovative companies who are already working to recapture lost customers and keep them loyal. In today's hyper-competitive marketplace, no customer retention program can be entirely foolproof, but with this guide gives you today's best methods for winning back those customers you simply can't afford to let go.

Companies often fail to tap into and benefit from the data they possess. Possibly the single most ignored information pool is that about a company’s ex-customers. Such data, if used properly, could lead to the acquisition of a significant number of customers and the generation of significant revenues.

Guide to Cloud Computing for Business and Technology Managers: From Distributed Computing to Cloudware Applications unravels the mystery of cloud computing and explains how it can transform the operating contexts of business enterprises. It provides a clear understanding of what cloud computing really means, what it can do, and when it is practical to use. Addressing the primary management and operation concerns of cloudware, including performance, measurement, monitoring, and security, this pragmatic book: Introduces the enterprise applications integration (EAI) solutions that were a first step toward enabling an integrated enterprise Details service-oriented architecture (SOA) and related technologies that paved the road for cloudware applications Covers delivery models like IaaS, PaaS, and SaaS, and deployment models like public, private, and hybrid clouds Describes Amazon, Google, and Microsoft cloudware solutions and services, as well as those of several other players Demonstrates how cloud computing can reduce costs, achieve business flexibility, and sharpen strategic focus Unlike customary discussions of cloud computing, Guide to Cloud Computing for Business and Technology Managers: From Distributed Computing to Cloudware Applications emphasizes the key differentiator—that cloud computing is able to treat enterprise-level services not merely as discrete stand-alone services, but as Internet-locatable, composable, and repackageable building blocks for generating dynamic real-world enterprise business processes.

"Vivek Kale has written a great book on performance management that focuses on decision-making; on continuous, incremental improvement; and on identifying common patterns in becoming a more intelligent organization." —James Taylor, CEO of Decision Management Solutions and author of Real-World Decision Modeling with DMN "Introducing the concepts of decision patterns and performance intelligence, Vivek Kale has written another important book on the issues faced by contemporary organizations."—Gary Cokins, author of Predictive Business Analytics and Performance Management: Integrating Strategy Execution, Methodologies, Risk, and Analytics Enterprise Performance Intelligence and Decision Patterns unravels the mystery of enterprise performance intelligence (EPI) and explains how it can transform the operating context of business enterprises. It provides a clear understanding of what EPI means, what it can do, and application areas where it is practical to use. The need to be responsive to evolving customer needs and desires creates organizational structures where business intelligence (BI) and decision making is pushed out to operating units that are closest to the scene of the action. Closed-loop decision making resulting from a combination of on-going performance management with on-going BI can lead to an effective responsive enterprise; hence, the need for performance intelligence (PI). This pragmatic book: Introduces the technologies such as data warehousing, data mining, analytics, and business intelligence systems that are a first step toward enabling data-driven enterprises. Details decision patterns and performance decision patterns that pave the road for performance intelligence applications. Introduces the concepts, principles, and technologies related to performance measurement systems. Describes the concepts and principles related to balance scorecard systems (BCS). Introduces aspects of performance intelligence for the real-time enterprises. Enterprise Performance Intelligence and Decision Patterns shows how a company can design and implement instruments ranging from decision patterns to PI systems that can enable continuous correction of business unit behavior so companies can enhance levels of productivity and profitability.

This book covers the basic introduction about the CRM and the how it relates to relationship Marketing .It provides readers with strategies for engaging with customers and expert guidance on how your organization can adopt the newest CRM trends and innovations. This book introduces its audience to marketing concepts such as optimum resource allocation and explains the relationship between database CRM and maximizing overall profitability. It gives a comprehensive look at how the different elements in a good CRM program can be used to forecast profitability among new clients. It is also cover the new concept of eCRM also.

1. Customer—Meaning and Classification, 2. Building Customer Satisfaction Through Quality,Service and Value, 3. Customer Lifetime Value and Profitability, 4. Customer Relationship Management : Tool forAttracting and Retaining Customers, 5. Introduction to Consumer Behaviour, 6. Consumer Research Process, 7. Models of Consumer Behaviour, 8. Individual Determinants : Personal and PsychologicalForces Affecting Consumer Behaviour, 9. Influence of Culture on Consumer Behaviour, 10. Social Factors Influence on Consumer Behaviour, 11. Consumer Decision Making, 12. Consumer Communication, 13. Industrial Buying Behaviour, 14. Industrial Buying Process.

The E-Books is authored by proficient Teachers and Professors. The Text of the E-Books is simple and lucid. The contents of thr book have been organised carefully and to the point.