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Endorsed by the Chartered Banker Institute as core reading for the Personal & Private Banking and Commercial Lending modules, Relationship Management in Banking supports and develops the need to be able to manage key customer relationships. The text considers the nature of commercial relationships and help the reader synthesise complex factors in order to develop a robust relationship management methodology. It will draw from bona fide case studies and examples that can demonstrate key relationship management concepts as well as bring learning to life and share examples of customers, good and bad, from a range of different sectors.Through case studies and providing online updates to regulations, Relationship Management in Banking considers how to critically analyze approaches to relationship management used for a variety of banking customer types and examine the impact of legislation, regulation, governance and technology on banking relationship management and customer acquisition and retention. Online supporting resources include a glossary and updates to regulation.

The supply base represents a wealth of opportunity that can bring significant value to an organization’s brand value, competitive position and future security.This book discusses the process of Supplier Relationship Management (SRM) – a discipline used to strategically plan and manage interactions with suppliers. Jonathan O’Brien offers a practical and structured approach to understanding and implementing SRM. He explores how to get the most out of a supply base by identifying the most important suppliers, improving and measuring current relationships and what to do when a relationship changes.Topics covered include: identifying the power of a supply base, comparing suppliers, Supplier Management (SM) versus SRM, measurement approaches, improvement processes, the role of category management, reducing risk, internal SRM strategies and the life of a supplier relationship.

A guide for community banks to rebuild and strengthen their business With Community Banking Strategies, author Vincent Boberski, a financial professional who has spent years working with senior management and the boards of directors at local banks, skillfully reveals how community banks can compete against bigger institutions in the wake of the most significant financial crisis since the 1930s. Chapter by chapter, he offers practical advice on many of the most important issues in this area, including portfolio management, balance sheet management, and dealing with interest rate and credit cycles. Along the way, Boberski also offers in-depth insights on establishing and encouraging the lasting client relationships that produce the most essential piece of the banking business: focusing on increasing core deposits, which is at the heart of any good local bank. Details the strategies, products, and tactics that will enable community banks to create opportunities out of market dislocations and effectively manage risk Reveals how to capture consistently profitable growth at the expense of regional and national competitors Discusses what it takes to transform newfound market dynamics into customer relationships that touch both sides of the balance sheet If you want to gain a better understanding of the strategies that could consistently lead to success in this field, this book is the best place to start.

Traditionally, project managers have been allocated a project and their role has been to deliver on time, to quality standards and within budget. With hindsight the client only recognizes what they really want once the project is delivered - and there is often a gap between expectation and final product. The project management role is now changing and the total impact on the business needs to be addressed more effectively - enter the relationship manager. The true role of the relationship manager is to act as an orchestral conductor; to go to the client and demonstrate his understanding of the client's short, medium and long-term objectives; to translate this into a form which the project team can address; and to receive from the project team a specification of the work to be undertaken, including plans, estimates and schedules, together with detailed work and cost breakdown structures to check that they have really understood what needs to be done and when - and only when the relationship manager is satisfied does he return to the client to sell value. This text has been written to fill the gap between technical and business aspects of successful project delivery. It provides practical guidance on how to make this new way of working a reality and details the skills and techniques necessary to make a success of contemporary developments in project management.

This much-anticipated new edition of the bestseller Customer Relationship Management: Concepts and Technologies provides a comprehensive and balanced review of CRM, now completely revised to reflect recent changes in CRM practice. The book explains what CRM is, the benefits it delivers, the contexts in which it is used, the technologies that are deployed, and how it can be implemented. 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 is 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 onlineFull colour interiorBrand new international case illustrations from many industry settingsSubstantial revisions throughout, including new content on:o   Social media and social CRMo   Big data and unstructured datao   Recent advances in analytical CRM including next best action solutionso   Marketing, sales and service automationo   Customer self-service technologieso   Making the business case and realising the benefits of investment in CRM Ideal as a core textbook for students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.

Supplier Relationship Management enables organizations to secure vast value from their supply base by determining the suppliers that are important or hold potential and, based upon what makes them important or even strategic, putting in place interventions unique to each supplier to unlock real tangible benefits. This second edition delivers a framework of resources for anyone who manages or interfaces with important suppliers, for contract management, to understand and manage the supply chain or to establish joint, collaborative relationships with the critical few strategic suppliers who can help bring new competitive advantage. A proven approach for supply base segmentation is included, together with tools and approaches for supplier performance measurement and driving improvements. Written by an award-winning author and leading practitioner in the field, the fully revised second edition of Supplier Relationship Management clarifies links between procurement and supply chain management, and explains how 'The Orchestra of SRM®'approach helps design a highly effective SRM program that will give the greatest return for our efforts. "This book is an ideal companion to Category Management in Purchasing and Negotiation for Procurement Professionals, also published by Kogan Page. Used together, these books provide a complete and powerful strategic purchasing toolkit."

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Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey stages of acquisition, retention and development. Theoretically sound and managerially relevant, the book is liberally illustrated with examples of technology applications that support marketing, sales and service teams as they interact with customers, but assumes no deep technical knowledge on the reader’s part. The book is structured around three core types of CRM – strategic, operational and analytical – and throughout each chapter, case illustrations of CRM in practice and images of CRM software demystify the technicalities. Ideal as a core textbook for advanced undergraduate and postgraduate students on CRM or related courses such as relationship marketing, digital marketing, customer experience management or key account management, the book is equally valuable 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: New and updated international case illustrations throughout New and updated screenshots from CRM applications Fully updated to reflect the evolving CRM landscape, including extended coverage of: Big data and its influence on CRM Artificial intelligence (AI) Advances in CRM analytics The relationships between CRM and customer experience management The role of social media in customer management strategy Real-time marketing Chatbots and innovative customer self-service Privacy and data security. Updated lecturer support materials online.

The supply base represents a wealth of opportunity that can bring significant value to an organization’s brand value, competitive position and future security.This book discusses the process of Supplier Relationship Management (SRM) – a discipline used to strategically plan and manage interactions with suppliers. Jonathan O’Brien offers a practical and structured approach to understanding and implementing SRM. He explores how to get the most out of a supply base by identifying the most important suppliers, improving and measuring current relationships and what to do when a relationship changes.Topics covered include: identifying the power of a supply base, comparing suppliers, Supplier Management (SM) versus SRM, measurement approaches, improvement processes, the role of category management, reducing risk, internal SRM strategies and the life of a supplier relationship.

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Discover powerful ways to connect with your students!All too often, managing a classroom means gaining control, dictating guidelines, and implementing rules. Designed for any teacher struggling with student behavior, motivatio

This Quick Guide, on Supplier Relationship Management, covers one subset of Supply Chain philosophy, and presents both theoretical discussions on SRM and its benefits, as well as practical case studies that provide evidence of such benefits. The book also covers the practicality of SRM, provides encouragement, and prevents a purely academic or theoretical view of SRM.

A guide for community banks to rebuild and strengthen their business With Community Banking Strategies, author Vincent Boberski, a financial professional who has spent years working with senior management and the boards of directors at local banks, skillfully reveals how community banks can compete against bigger institutions in the wake of the most significant financial crisis since the 1930s. Chapter by chapter, he offers practical advice on many of the most important issues in this area, including portfolio management, balance sheet management, and dealing with interest rate and credit cycles. Along the way, Boberski also offers in-depth insights on establishing and encouraging the lasting client relationships that produce the most essential piece of the banking business: focusing on increasing core deposits, which is at the heart of any good local bank. Details the strategies, products, and tactics that will enable community banks to create opportunities out of market dislocations and effectively manage risk Reveals how to capture consistently profitable growth at the expense of regional and national competitors Discusses what it takes to transform newfound market dynamics into customer relationships that touch both sides of the balance sheet If you want to gain a better understanding of the strategies that could consistently lead to success in this field, this book is the best place to start.

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First published in 1993. Routledge is an imprint of Taylor & Francis, an informa company.

This edited volume brings together a select group of leading organizational scholars for the purpose of developing a foundation-setting book on positive relationships at work. Positive Relationships at Work (PRW) is a rich new interdisciplinary domain of inquiry that focuses on the generative processes, relational mechanisms and outcomes associated with positive relationships between people at work. This volume builds a solid foundation for this promising new area of scholarly inquiry and offers a multidisciplinary exploration of how relationships at work become a source of growth, vitality, learning and generative states of human and collective flourishing. A unique feature of the book is the use of a connecting commentator chapter at the end of each section. The Commentator Chapters, written by preeminent scholars, uncover and discuss integrative themes that emerge within sections. The editors approach the topic from multiple levels, each level providing critical, valuable insights into the dynamic process underlying positive relationships at work. These levels are arranged in five parts: an introduction to positive relationships at work; Individuals and Dyads; Groups and Communities; Organizations and Organizing; and a conclusion that offers an engaging invitation and multi-level map for guiding future research. This volume will appeal to academics and practitioners, as well as scholars and graduate students in organizational psychology, management, human resources, and inter-personal communications.

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