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Retaining Customers: Customer Relationship Management

Grahame R. Dowling

in The Art and Science of Marketing: Marketing for Marketing Managers

Published in print:
2004
Published Online:
October 2011
ISBN:
9780199269617
eISBN:
9780191699429
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199269617.003.0011
Subject:
Business and Management, Marketing

This chapter looks in detail at customer relationship management (CRM) as a more holistic approach to customer retention. It is premised on the belief that developing a relationship with customers is ... More


How Does Consumer Behavior Affect Marketing Policy?

Sharan Jagpal

in Fusion for Profit: How Marketing and Finance Can Work Together to Create Value

Published in print:
2008
Published Online:
September 2008
ISBN:
9780195371055
eISBN:
9780199870745
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195371055.003.0011
Subject:
Business and Management, Marketing

This chapter compares different models of consumer behavior including standard economic theory and alternative behavioral theories such as prospect theory and assimilation-contrast theory. It shows ... More


Selecting and Managing Global Accounts

George S. Yip and Audrey J. M. Bink

in Managing Global Customers: An Integrated Approach

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.003.0005
Subject:
Business and Management, Strategy, International Business

The quality of a club depends a lot on the quality of its members. The same holds for global account management (GAM) programmes. Choosing the right accounts to participate in the GAM programme is of ... More


Fusion for Profit: How Marketing and Finance Can Work Together to Create Value

Sharan Jagpal and Shireen Jagpal

Published in print:
2008
Published Online:
September 2008
ISBN:
9780195371055
eISBN:
9780199870745
Item type:
book
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195371055.001.0001
Subject:
Business and Management, Marketing

This book shows how to fuse marketing, finance, and other disciplines to improve performance for the corporation or organization. Specifically, it shows decision makers at different levels in the ... More


Managing Knowledge

George S. Yip and Audrey J. M. Bink

in Managing Global Customers: An Integrated Approach

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.003.0008
Subject:
Business and Management, Strategy, International Business

Knowledge provides a major competitive advantage. Keeping track of knowledge is particularly hard for global accounts, given the geographic nature of this beast. Having larger and more geographically ... More


Gestell

Claudio Ciborra

in The Labyrinths of Information: Challenging the Wisdom of Systems

Published in print:
2004
Published Online:
September 2007
ISBN:
9780199275267
eISBN:
9780191714399
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199275267.003.0004
Subject:
Business and Management, Information Technology

Since the second half of the 1990s, IBM has led the way in formulating and deploying an extensive new fabric of processes and tools which allows them to operate efficiently as a truly global company. ... More


Mergers and Acquisitions

Sharan Jagpal

in Fusion for Profit: How Marketing and Finance Can Work Together to Create Value

Published in print:
2008
Published Online:
September 2008
ISBN:
9780195371055
eISBN:
9780199870745
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195371055.003.0022
Subject:
Business and Management, Marketing

This chapter shows how the firm can use marketing-finance fusion to evaluate mergers and acquisition strategies. It examines the potential gains from mergers, the history of mergers and acquisitions, ... More


Price Reactions to Demand and Cost Shocks: Survey Evidence from Austrian Firms

Claudia Kwapil, Josef Baumgartner, and Johann Scharler

in Pricing Decisions in the Euro Area: How Firms Set Prices and Why

Published in print:
2007
Published Online:
September 2007
ISBN:
9780195309287
eISBN:
9780199783939
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195309287.003.0004
Subject:
Economics and Finance, Econometrics

This chapter investigates price rigidity after cost and demand shocks in Austria. We find that the average time lag between a shock and the price adjustment is four to six months. Furthermore, firms' ... More


Customer relationships and lifetime management

Tony Douglas and Kenneth Le Meunier-FitzHugh

in Achieving a Strategic Sales Focus: Contemporary Issues and Future Challenges

Published in print:
2016
Published Online:
August 2016
ISBN:
9780198706632
eISBN:
9780191826061
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198706632.003.0003
Subject:
Business and Management, Strategy, Marketing

The chapter considers the sales organization’s responses to increasing customer demands. Proactive customer management is required throughout the customer’s interaction with the organization. Keeping ... More


The Whole Is Bigger Than the Sum of Its (Diffusion and Customer Lifetime Value) Parts

Elie ofek, Eitan Muller, and Barak Libai

in Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services

Published in print:
2016
Published Online:
May 2017
ISBN:
9780226618296
eISBN:
9780226394145
Item type:
chapter
Publisher:
University of Chicago Press
DOI:
10.7208/chicago/9780226394145.003.0003
Subject:
Economics and Finance, Financial Economics

This chapter begins by establishing that each first-time adoption of an innovation can be thought of as the start of a customer-firm relationship in which the adopter generates a stream of profits ... More


Bank Collections and Payment Transactions: A Comparative Legal Analysis

Benjamin Geva

Published in print:
2001
Published Online:
March 2012
ISBN:
9780198298533
eISBN:
9780191685477
Item type:
book
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198298533.001.0001
Subject:
Law, Company and Commercial Law

This is a study of the law governing the bank–customer relationship pertaining to the disposition of funds by cheques and credit transfers, covering both paper-based and electronic payments. This ... More


Introduction: payments, banking, and laws

BENJAMIN GEVA

in Bank Collections and Payment Transactions: A Comparative Legal Analysis

Published in print:
2001
Published Online:
March 2012
ISBN:
9780198298533
eISBN:
9780191685477
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198298533.003.0001
Subject:
Law, Company and Commercial Law

This chapter provides an overview of the various legal systems and fundamentals of banking and payment law, putting the in an overall historical context. It discusses the elements of payment ... More


The impact of technology and social media for sales

Tony Douglas and Kenneth Le Meunier-FitzHugh

in Achieving a Strategic Sales Focus: Contemporary Issues and Future Challenges

Published in print:
2016
Published Online:
August 2016
ISBN:
9780198706632
eISBN:
9780191826061
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198706632.003.0009
Subject:
Business and Management, Strategy, Marketing

This chapter is mainly concerned with the impact of technology on the sales function. The term ‘sales technology’ covers not only sales force automation (SFA) and CRM (customer relationship ... More


Achieving a Strategic Sales Focus: Contemporary Issues and Future Challenges

Kenneth Le Meunier-FitzHugh and Tony Douglas

Published in print:
2016
Published Online:
August 2016
ISBN:
9780198706632
eISBN:
9780191826061
Item type:
book
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198706632.001.0001
Subject:
Business and Management, Strategy, Marketing

This book considers how the sales function informs business strategy. There are many books that address how to manage the sales team tactically, however, this text addresses how sales can help ... More


Who Decides the Shape of Product Markets?

Neil Pollock and Neil Williams

in How Industry Analysts Shape the Digital Future

Published in print:
2016
Published Online:
March 2016
ISBN:
9780198704928
eISBN:
9780191774027
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198704928.003.0007
Subject:
Business and Management, Information Technology, Strategy

Who decides the boundaries around a product terminology? The ‘technology classifications’ which frame and define boundaries around technology fields are an important part of the ‘knowledge ... More


Introduction

Elie ofek, Eitan Muller, and Barak Libai

in Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services

Published in print:
2016
Published Online:
May 2017
ISBN:
9780226618296
eISBN:
9780226394145
Item type:
chapter
Publisher:
University of Chicago Press
DOI:
10.7208/chicago/9780226394145.003.0001
Subject:
Economics and Finance, Financial Economics

The introduction provides an overview of the book’s content and gives the reader a roadmap of what he or she can expect to gain from its various chapters. It starts by discussing a few examples, ... More


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