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How to Measure Customer Satisfaction

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!

This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are ...

Customer Relationship Management

Concepts and Technologies

Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: Updated instructor support materials online Full colour interior Brand new international case illustrations from many industry settings Substantial revisions throughout, including new content on: Social media and social CRM Big data and unstructured data Recent advances in analytical CRM including next best action solutions Marketing, sales and service automation Customer self-service technologies Making the business case and realising the benefits of investment in CRM ? Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.

NEW TO THIS EDITION: Updated instructor support materials online Full colour interior Brand new international case illustrations from many industry settings Substantial revisions throughout, including new content on: Social media and social ...

Measuring Customer Service Effectiveness

Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.

The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them.

Gender, 'Race' and Class in Schooling

A New Introduction

With education and social inequalities under scrutiny, this timely book provides an up-to-date summary of research into the key issues, as well as practical strategies for educators, including strategies for staff development, working with children and school policy. The facts have changed significantly, and much received wisdom cannot be relied upon: girls' performance is rising faster than boys and surpasses them in almost all respects up to the age of 18; unequal opportunity faced by those of different race is becoming more fractured along class, gender, ethnic and religious lines; class divisions are increased with the reintroduction of selection and has become a matter of concern for government and school policy makers. This title makes good the lack of literature on inequality, and brings teachers, and those training to be teachers, the latest information.

There is still some overlap since some Kashmiri Pakistanis are very fair-skinned,
some having blue eyes too, and some 'white' English people are darker-skinned
than most, perhaps because of some distant Mediterranean ancestor.

The Capital Budgeting Decision, Ninth Edition

Economic Analysis of Investment Projects

Fully updated and revised by international authorities on the topic, this new version of a classic and established text returns to its roots as a clear and concise introduction to this complex but essential topic in corporate finance. Retaining the authority and reputation of previous editions, it now covers several topics in-depth which are frequently under explored, including distribution policy and capital budgeting. Features new to this edition include: a new chapter on real options new material on uncertainty in decision-making. Easily understandable, and covering the essentials of capital budgeting, this book helps readers to make intelligent capital budgeting decisions for corporations of every type.

Since most projects consist of a mixture of cash flow components with different
risks, it may be appropriate to use a different discount rate for each cash flow
component. The basic capital budgeting material is in the first six xvii Preface.

The Capital Budgeting Decision

Economic Analysis of Investment Projects

Fully updated and revised by international authorities on the topic, this new version of a classic and established text returns to its roots as a clear and concise introduction to this complex but essential topic in corporate finance. Retaining the authority and reputation of previous editions, it now covers several topics in-depth which are frequently under explored, including distribution policy and capital budgeting. Features new to this edition include: a new chapter on real options new material on uncertainty in decision-making. Easily understandable, and covering the essentials of capital budgeting, this book helps readers to make intelligent capital budgeting decisions for corporations of every type.

Since most projects consist of a mixture of cash flow components with different
risks, it may be appropriate to use a different discount rate for each cash flow
component. The basic capital budgeting material is in the first six xvii Preface.

Advanced Capital Budgeting

Refinements in the Economic Analysis of Investment Projects

Written by authors of established texts in this area, this book is a companion volume to the classic The Capital Budgeting Decision. Exploring this key topic in corporate finance the authors examine the complexities of capital budgeting as well as the opportunities to improve the decision process where risk and time are important elements. Containing ‘Global Aspects’ sections that cover cross-border decision-making, this book also emphasizes the application of capital budgeting techniques to a variety of issues, including the hugely significant ‘buy versus lease’ decision that cost corporations billions each year. It gives in-depth coverage to: real options - the value of a project must take into consideration the flexibility that it provides management, acknowledging the option of making decisions in the future when more information is available decomposing cash flows - a project consists of many series of cash flows and each series deserves its own specific risk-adjusted discount rate. Decomposing the cash flows of an investment highlights the fact that while managers are generally aware that divisions and projects have different risks, too often they neglect the fact that the cash flow components may also have different risks, with severe consequences on the quality of the decision-making. Designed to assist those making business decisions at all levels, this volume is essential reading for all those working in or studying capital budgeting.

The history of capital budgeting is a series of time periods where managers
thought they had found exact solutions to making investment decisions only to
find that new improved methods of thinking of the issues introduced complexities
and ...

Contemporary Environmental Accounting

Issues, Concepts and Practice

Contemporary Environmental Accounting: Issues, Concepts and Practice has been written by two of the world's leading experts in the field in order to provide the most comprehensive and state-of-the-art textbook on environmental accounting yet attempted. The book is suitable for both undergraduate and graduate students and their teachers, professional accountants, and corporate and organisational managers. Although no prior knowledge of environmental accounting is necessary to understand the critical issues at stake, academic accountants will also find that the book provides a useful introduction to the topic. The goals of the book are to discuss and illustrate contemporary conceptual approaches to environmental accounting; to make readers aware of crucial controversial topics; and to offer practical examples of how the concepts have been applied throughout Europe, North America and Australia. In order to increase the usefulness of the book for relevant courses, each chapter concludes with a set of questions for review. This book is essential reading for all those who are interested in how environmental issues influence accounting.A solutions manual is available on request with the purchase of this book.

... environmental credibility of environmental management. The shareholder
value concept takes only market risks into account. However, companies are also
exposed to the risks of a possible loss of social acceptance and of legitimacy (
Cowe ...

Making Transnationals Accountable

A Significant Step for Britain

First published in 1994. Routledge is an imprint of Taylor & Francis, an informa company.

Cowe, R. (1993) 'Zantac keeps away Glaxo shareholders' ulcers', The Guardian,
19 February. Cowling, K. (1982) Monopoly Capitalism, London: Macmillan.
Cowling, K. (1986) 'Intel-nationalisation of production and de-industrialisation', in
A.

Saving the Tropical Forests

The destruction of the tropical forest is one of the major problems of our time. Vast areas are rapidly becoming wastelands which support only a few tough weeds, perhaps some cattle, and the farms allowed to the poor. This book provides a vision of hope: in Latin America. Africa. And South East Asia, growing numbers of people are developing techniques specifically designed to promote the wise use and preservation of remaining forest lands. However, these grassroots strategies are often ignored in favour of grandiose schemes which inevitably fail. This pattern must be broken now or the tropical forests will be lost forever. Published in association with the Smithsonian Institution. Preface by Michael Robinson, Director, National Zoological Park. Smithsonian Institution Originally published in 1988

BEYOND DESTRUCTION, SUCCESS by Michael H. Robinson At times it seems
as though everyone is aware of the imminent threat to biodiversity and the
destruction of the great tropical rainforests. These are issues that have captured
the imagination of citizens in many countries, and this interest is being translated
into concern. Conferences, workshops, seminars and protests on rainforest
destruction and related environmental/biological problems have mushroomed.
Even museums ...