The ideal introductory reference on salesforce.com—now fully updated throughout! As the global leader in on-demand customer relationship management (CRM), salesforce.com helps companies all over the world manage their sales, marketing, and customer service and support operations. Written by two salesforce.com insiders, this straightforward introduction clearly explains how to organize contacts, log activities with contacts, schedule business appointments, use forecasting tools to predict upcoming sales, make accurate projects based on past performance, and more. Walks you through the benefits and capabilities of the world’s most popular customer relationship management (CRM) software—salesforce.com Covers the latest enhancements to salesforce.com and explains how to choose the right edition of salesforce.com to suit your business needs Details how to personalize your system, manage accounts, develop contacts, manage activities, track products, calculate forecasts, drive demand, utilize service and support, and more Addresses extending salesforce.com beyond CRM as well as migrating and managing your data Get started solving common sales, marketing, client, and customer service challenges with salesforce.com—and make your business a force to be reckoned with!

Price: $16.99 USD

This is a groundbreaking study of our culture's obsession with weddings. By examining popular films, commercials, magazines, advertising, television sitcoms and even children's toys, this book shows the pervasive influence of weddings in our culture and the important role they play in maintaining the romance of heterosexuality, the myth of white supremacy and the insatiable appetite of consumer capitalism.  It examines how the economics and marketing of weddings have replaced the religious and moral view of marriage. This second edition includes many new and updated features including: full coverage of the wedding industrial complex; gay marriage and its relationship to white weddings and heterosexuality and demographics shifts as to who is marrying whom and why, nationally and internationally.  

Price: $35.95 USD

Branded Lives explores the increasingly popular concept of employee branding as a new form of employment relationship based on brand representation. In doing so it examines the ways in which the production and consumption of meaning at work are increasingly mediated by the brand. This insightful collection draws on qualitative empirical studies in a range of contexts to include services, retail and manufacturing organizations. The contributors explore the nuances of employee branding from various disciplinary standpoints such as: organization studies, marketing, human resource management and industrial relations. They take a critical perspective on work and organizations and document the lived experience of work and employment under branded conditions. In investigating the extent to which a variety of organizational strategies seek to mould workplace meanings and practices to further build and sustain brand value and the effectiveness of these in terms of employee responses, the authors question whether the attempt to 'brand' workers' lives actually enhances or diminishes the meaning and experience of work. Based on in-depth qualitative, ethnographic and case study research this compendium will prove essential for researchers working within the general area of employment studies and specifically on branded employment and work. Students in marketing, human resource management and management as well as HR and marketing practitioners interested in employee branding will also find this book relevant and stimulating.

Price: $40.00 USD

Branding Governance  challenges traditional thinking on brands. Bestselling author Nicholas Ind and cross-cultural communications expert Rune Bjerke expose the flaws in a marketing-led approach to brand-building, and offer in its place a highly-participative, organization-wide process that delivers fulfillment to employees and value to customers. Drawing on a wide range of sources, they show that the key to a participatory approach is that customers and other external audiences must join managers and employees as active participants in defining and developing the brand. This requires the relationship between organization and customer to be one of trust, respect and authenticity.

Price: $45.00 USD

These are exciting times for business managers and marketing professionals, yet the challenges imposed by ongoing social and technological developments are daunting. In an age in which marketers can reach their audiences with greater facility than ever before, firms have never been less in control of their customer targets. This increasing connectedness of consumers provides a range of unique and promising opportunities for product and brand managers. Connecting With Consumers describes the various strategies and techniques that can be utilized to harness consumer influence. The book traces evolving developments in the consumer marketplace, considers their impact on the potential reshaping of the marketing profession, and describes the emerging set of tools that can enable marketers to respond to newmarketplace realities. It provides, clear, up-to-date coverage of a number of topics currently on the minds of many: Web 2.0, word of mouth, buzz, the social web, social media metrics, customer engagement, viral and guerrilla marketing. The book critically assesses emerging marketing strategies and tools within the context of research and theory, and provides numerous applied examples to illustrate marketing successes and common pitfalls to avoid. It argues throughout for a more collaborative relationship between companies and consumers towards their mutual benefit. Although the balance of power has shifted to the consumer for each of the various aspects of the marketing process, collaboration is what the future of marketinglikely will be all about. Marketers can avoid irrelevance in the face of change, but this will require a clear commitment to connecting with consumers rather than searching for ways to regain control over them. The book challenges marketers to make a choice: embrace the ongoing changes as opportunities for reshaping relationships with consumers, or cling to the past at the risk of becoming irrelevant. This is the book for those who choose the first alternative.

Price: $49.95 USD

Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management is aimed at readers who are interested in understanding how to successfully implement Microsoft Dynamics CRM 4.0 within their projects. It is intended as an implementation roadmap for the business and technical representatives leading or engaged in a project. The book covers the capabilities of Microsoft Dynamics CRM, both in the traditional functional areas of sales, marketing, and service and as an applications framework for XRM deployments. The book demonstrates Microsoft CRM best practices for design, configuration, and development. Through real world solutions and exercises, you will be given the confidence and expertise to deliver an implementation that provides long term success for your organisation.

Price: $59.99 USD

This book is a response to a need in the market place in the fast-growing field of customer profitability analysis and the profitable management of customer relationships. It combines innovative approaches to calculating the value of customers, with the management strategies necessary to make and keep customers profitable. It includes easy-to-follow instructions on how to calculate customer profitability, including worked examples (non-technical) and discusses strategies and their applications for organizations to manage customers profitably. Based on cases and feedback from the KAM Club and other research, there will be many business-to-business as well as business-to-consumer examples. The book assumes some level of numeracy in its readership. The contents include::; Assessing product costs, costs to serve and how these can be estimated, and how to deal with customer-specific overhead costs.; It discusses the uses and limitations of the use of customer profitability analysis, and illustrates how to calculate customer lifetime value using two methods, one with actual numbers and one which estimates relative customer lifetime value.; Provides an innovative approach to calculating the lifetime value of a customer by taking risk into account.; Demonstrates how to recognise and value the relationship benefits of customers, such as word of mouth.; Brings into discussion the idea that how customers are managed, links to their profitability.; Describes how financial portfolio analysis and theory apply to marketing and how, their application to marketing relates to the optimisation of marketing spend.

Price: $60.00 USD

A timely look at effective use of social network analysis within the telecommunications industry to boost customer relationships The key to any successful company is the relationship that it builds with its customers. This book shows how social network analysis, analytics, and marketing knowledge can be combined to create a positive customer experience within the telecommunications industry. Reveals how telecommunications companies can effectively enhance their relationships with customers Provides the groundwork for defining social network analysis Defines the tools that can be used to address social network problems A must-read for any professionals eager to distinguish their products in the marketplace, this book shows you how to get it done right, with social network analysis.

Price: $65.00 USD

The Ninth Edition of this bestselling introductory text features a completely up-to-date, comprehensive survey of the functional areas of business: management, marketing, accounting, finance, and information technology. Core topics highlighted within these areas include ethics and social responsibility, forms of business ownership, small business concerns, and international issues. New coverage in the Ninth Edition more closely examines economics, the role of teams, customer relationship management, and globalization. In addition to updating and revitalizing the content, the authors have redesigned the entire textbook program to highlight its strengths as the most accessible and student friendly program on the market. The "Your Guide to an A" passkey ensures student success and mastery through premium online study content, including ACE Plus practice tests, flashcards, MP3 audio chapter summaries and quizzes, interactive games, and Career Snapshots.

Price: $125.49 USD

The Ninth Edition of this bestselling introductory text features a completely up-to-date, comprehensive survey of the functional areas of business: management, marketing, accounting, finance, and information technology. Core topics highlighted within these areas include ethics and social responsibility, forms of business ownership, small business concerns, and international issues. New coverage in the Ninth Edition more closely examines economics, the role of teams, customer relationship management, and globalization. In addition to updating and revitalizing the content, the authors have redesigned the entire textbook program to highlight its strengths as the most accessible and student friendly program on the market. The "Your Guide to an A" passkey ensures student success and mastery through premium online study content, including ACE Plus practice tests, flashcards, MP3 audio chapter summaries and quizzes, interactive games, and Career Snapshots.

Price: $189.99 USD