Contact
us to talk about how we can help you make this happen in your organisation.
Stakeholder
Relationship Management, in theory, sounds great: it's more profitable
for your company and more satisfying for your customers. Only one
question remains. How? Use this online resource as a way to learn
about the key concepts and terms you need to forumalte and implement
successful stakeholder relationship management strategies.
At PRISM we are passionate about Loyalty Matters.
We believe in building sustainable relationships. We are convinced
that by devoting quality time, money and truthful attention to the
relationship one has with stakeholders, it will add value to life
at home and at work. PRISM aims to support individuals and organisations
who share the view that loyalty matters. For this, PRISM continually
strives to build an environment where people can share know-how,
provide education, conduct research, productize knowledge and develop
tools to support those individuals and organizations in search for
answers on how to find that balance between profitability requirements
and customer demands? How to use analytics and business intelligence
to inject the voice of the customer into the organization? How to
build a customer-centric infrastructure, processes and culture that
deliver measurable results on both counts? How do customer strategies
and technology work together to improve the customer experience?
B
O O K S (in english)
Competing
in the Customer Dimension:
The
state of customer centricity worldwide
A survey
of 2,000 CRMGuru members, a review of six companies trying to become
customer centric, a no-holds-barred case study of T-Mobile International,
plus recommendations for action. By Vladimir Dimitroff, et. al.,
available from CRMGuru
for the price of $195.
Loyalty Rules Fewer than half of today’s employees
believe that their companies deserve their loyalty. Web-empowered
customers now defect more easily and more quickly than ever. Has loyalty
become an outdated notion in today’s marketplace? Frederick
Reichheld, author of Loyalty Rules!, argues that loyalty is still
the fuel that drives financial success - even, and perhaps especially,
in today’s volatile, high-speed economy - but that most organizations
are running on empty. Why? Because leaders too often confuse profits
with purpose, taking the low road to short-term gains at the expense
of employees, customers, and ultimately, investors. In a business
environment that thrives on networks of mutually beneficial relationships,
says Reichheld, it is the ability to build strong bonds of loyalty
- not short-term profits - that has become the “acid test”
of leadership. Based on extensive research into companies from online
start-ups to established institutions - including Harley-Davidson,
Enterprise Rent-A-Car, Cisco Systems, Dell Computer, Intuit, and more
- Reichheld reveals six bedrock principles of loyalty upon which leaders
build enduring enterprises. Underscoring that success requires both
understanding and measuring loyalty, he couples each principle with
straightforward actions that drive measurement systems, compensation,
organization, and strategy. For more information go to http://www.loyaltyrules.com/loyaltyrules/index.html
Customer Winback
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 costs USD
28.95 and can be obtained at www.amazon.com
The Loyalty Guide 2004
The Loyalty Guide provides practical information you can use to
increase the profitability of your customer base. It also comes
with online access to working statistical models and formulae you
can use to model how a customer loyalty programme would affect your
profitability. Complete with charts, diagrams and a unique web-based
update service. It provides a guide to global best practice and
signpost the road ahead for even the most experienced customer marketing
specialist. The Loyalty Guide will be available in May 2004 at a
list price of £995 in the UK, €1495 in Europe and US$1845 in the
US and the rest of the World. However, you qualify for a £100/ €150/
US$185 discount on these prices if you reserve your copy by
clicking here before 31 May 2004. Visit www.thewisemarketer.com
for more details.
One to One
B2B
The latest Peppers and Rogers book, One to One B2B: Customer Development
Strategies for the Business to Business World, applies one-to-one
principles to the tasks businesses face when they are selling to
other businesses, rather than consumers. Don Peppers and Martha
Rogers, Ph.D. examine in detail the customer relationship management
efforts of five business-to-business organizations. One to One B2B
catches these companies in mid-stride, documenting what they've
done so far, and how this fits into their bigger plans. It costs
USD 9.41 and can be obtained at www.amazon.com
How
Customers Think: Essential Insights into the Mind of the Market
Harvard Business School Professor Gerald Zaltman's latest book,
delves into the subconscious mind of the consumer - the place where
most purchasing decisions are made. The book answers the question:
How can marketers understand unconscious consumer thinking?
The story
of how Tesco used Clubcard to reinvent itself and its relationship
with its customers, in the words of the people who were there. This
book gives the "inside story" of how this was achieved.
The authors describe the Tesco success story in a way that makes
the reader want to know more. It is a behind-the-scenes look at
what customer loyalty means, how it works, and how it should change
the way companies sell and the way we shop. Available on Tesco Online
www.tesco.com. Visit http://www.tesco.com
Customer Satisfaction
Is Worthless, Customer Loyalty Is Priceless
How to Make Customers Love You, Keep Them Coming Back and Tell Everyone
They Know. Bby
Jeffrey Gitomer
The Drilling Down Book
This new edition of the Drilling Down Book includes an additional
100 pages of reader questions answered by the author, Jim Novo, on
applying the techniques learned in the book to specific business situations.
The questions are organized into these categories: Customer Profile
or Customer Model? Many people think using your customer data is about
creating a customer "profile". It's a hot topic. Everybody
wants to do it. But what is a customer profile? Here are 2 kinds of
customer profiles: For moe information go to http://jimnovo.booklocker.com.
B
O O K S (in german)
Kennzahlen
für Investor Relations
Mit dem Buch Kennzahlen für Investor Relations gibt es erstmals
ein handliches Buch, das alle wesentlichen Finanzkennzahlen nicht
nur theoretisch erklärt, sondern zudem auch jede einzelne Kennzahl
anhand eines Rechenbeispiels verständlich macht, den praktischen
Einsatz erklärt und auch noch die Vor- und Nachteile darlegt. Kompliment
an die Autoren, die es geschafft haben, eine Kennzahl auf jeweils
einer Seite kompakt und übersichtlich darzustellen. Sicherlich ist
das Handbuch nicht nur für Investor Relations Professionals eine
wichtige Hilfe, sondern auch für die Vielzahl von mittelständischen
Unternehmen, Professoren oder Studenten und Journalisten. www.amazon.de
Endlich
erfolgreich mit loyalen Kunden
Wo sind nur all die Kunden hin? Saturiert und erschlagen von einer
übergroßen Angebotsvielfalt sind sie konsummüde – selbst 'billig-billig'
zieht nicht länger. Wer übersättigt ist, der braucht einfach nichts
mehr, er will höchstens noch kaufen. Verkäufer müssen heute Wünsche
wecken können, einen Nachfrage-Sog erzeugen, Begeisterung auslösen.
Höchste Zeit also, dass das Marketing die Blickrichtung wechselt.
EUR 21.80
The CRM International Consortium (CRMIC) is an
affiliation of independent CRM and customer loyalty practitioners
from all around the world, providing unique, leading edge solutions
for optimising customer loyalty and value. It provides a unique combination
of strategic CRM thinking and practical implementation - from the
ground up. CRMIC offers a global perspective with a local presence
and experience. For more information visit: www.crmic.com
The Customer Relationship Assocation
The Customer Relationship Management Association
is a member-driven organization following the trends, techniques,
technologies and processes that help companies build and sustain long-term
client and partner relationships. Through meetings and events, the
CRMA offers a vendor-neutral education and networking environment
to help organizations improve their CRM strategies. For more information
visit: www.crm-a.org
O
T H E R
Living
and Working in Switzerland
Do you need information about finding a job in Switzerland? Obtaining
a work permit? How to find suitable accommodation or where to find
clubs and services? We can highly recommend the book 'Living and
Working in Switzerland ' by David Hampshire to help you find answers
to these and many more questions. It has been well-researched and
is at the same time full of many entertaining comments to help you
feel quickly at home in Switzerland. It costs CHF 35.00 and can
be obtained at www.bergli.ch
.
Industry Sectors
Click on any of the following sectors to read about our success stories
and review industry specific case studies.
