Pennie Frow & Adrian Payne 
Strategic Customer Management [PDF ebook] 
Integrating Relationship Marketing and CRM

Leaders of today must possess potent powers for logic, reason, discernment and strategic forecasting. Yet, they must also be empathic and therefore embodied; grounded and therefore intuitive; present …

Patterns of Strategy shows how the strategic fit between organisations drives strategic direction. It is essential reading for those who wish to understand how to manoeuvre their organisation to chan …

In placing these questions at the heart of their book, the authors set out to stimulate and contribute to the great debate: despite the enormous growth in the acquistion of GIS technology by business …

India has been in transition for the last two decades, moving from a mixed economy toward a market economy model, and the Indian hospitality industry is metamorphosing into a mature industry. It is t …

Imagine a world with great leadership. What would that world be like? Would it be a better world or a worse one? Now ratchet great leadership up to exceptional leadership and suddenly we have cause …

Originally published in 1994 this book undertakes a comprehensive study dealing with the effects of machine flexibility, tool magazine capacity, varying production demands and different oeprating pol …

This book introduces students to business process management, an approach that aims to align the organization’s business processes with the demands of the marketplace. Processes serve as a coordinati …

Medical Professionals: Conflicts and Quandaries in Medical Practice offers a fresh approach to understanding the role-related conflicts and quandaries that pervade contemporary medical practice. Whil …

Toyota”s world-renowned success proves that just-in-time (JIT) makes other manufacturing practices obsolete. This simple but powerful book is based on the seminars given by Taiichi Ohno and other se …

The second edition of the Health and Safety Pocket Book has been fully revised and updated to include all the relevant legal, HSE ACo P/Guidance and practice references. It remains a handy reference …