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 …

This book offers an original academic study of the Rotterdam Rules. It analyses the salient articles that will have an impact on international sale contracts governed by English law, including the mo …

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 …