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Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM.

Economics/Management Science. --- Marketing. --- Management/Business for Professionals. --- Economics. --- Industrial management. --- Economie politique --- Gestion d'entreprise --- Marketing

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Successful business communication is more than simply speaking your client's language. At the heart of all effective communication lies a fundamental understanding of human behavior. The natural result of globalization is a level of behaviors that we all share and expect. However, underneath this level are many other influencing factors. We tend to view the situation around us according to our own expectations which are often shaped by our cultural backgrounds. What happens, though, when our cultures are so different that the expectations collide? This book combines theory and practice in a way that helps you as a busy intercultural manager understand what others are communicating to you and those around you. We take apart real examples of intercultural business interaction and show you how deeply embedded cultural norms are found within a simple conversation. Then we offer you important tools and principles that you can use to improve your own intercultural business communication. After reading this book, you should have a good understanding of the basic culture types, and be able to identify most cultures based on the principles described here. Additionally, you will know which social issues, attitudes, and values appear even in the most rational business negotiation. Most importantly, your cultural awareness will help you build successful and lasting relationships with your clients across regional and global boundaries.

interculturele communicatie --- Mass communications --- Sociology of culture --- Economics/Management Science. --- Emerging Markets/Globalization. --- Human Resource Management. --- Management/Business for Professionals. --- Economics. --- Industrial management. --- Economie politique --- Gestion d'entreprise

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This book offers insights into important trends and future scenarios in the global tourism and travel industry and analyses current challenges in the aviation and hospitality industry, destination management and general travel behaviour. Well-known notabilities share their points of view. For example, Norbert Walter, chief economist of the Deutsche Bank, writes about the financial crisis and its impact on the tourism industry. Top executives of international operating airlines like C. Karlitekin (Turkish Airlines), J. Hunold (Air Berlin) and E. Sims (Air New Zealand) have much to say about the future of airlines and aviation management. Corporate Social Responsibility is one of the top themes to-be and therefore a focus of this book, offering the perspective of the UN Foundation and the social inclusion concept of RUHR.2010, European Capital of Culture. The articles are based on presentations and panel discussions presented at the world´s largest tourism congress, the ITB Berlin Convention.

Economics/Management Science. --- Management/Business for Professionals. --- Regional/Spatial Science. --- Economic Geography. --- Human Geography. --- Economics. --- Geography. --- Regional economics. --- Industrial management. --- Economie politique --- Géographie --- Economie régionale --- Gestion d'entreprise --- Tourisme

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Open Innovation is a phenomenon in both research and management practice. Since radical innovation or new business development often require external technologies or ways of commercialization, many firms have shifted from a Closed to an Open Innovation model. However, firms often face difficulties during the implementation. While the implementation effort usually focuses on external ideas and technologies as well as the processes to identify them, cultural challenges are neglected. Philipp Herzog develops a theoretical framework arguing that Open Innovation and Closed Innovation cultures need to be different (e.g. regarding the not-invented-here (NIH) syndrome). Based on a multi-respondent survey among 120 R&D employees from three business units of a leading chemical firm, he provides empirical evidence for many of the hypothesized differences in innovation culture. The findings may also help firms cope with the challenges experienced in implementing the Open Innovation concept.

Economics/Management Science. --- Management/Business for Professionals. --- Economics. --- Industrial management. --- Economie politique --- Gestion d'entreprise --- Inventions -- History. --- Research, Industrial. --- Technological innovations. --- Chemical industry --- Corporate culture --- Management --- Business & Economics --- Industries --- Management Theory --- Management Styles & Communication --- Technological innovations --- Diffusion of innovations. --- Management. --- Innovations, Diffusion of --- Business. --- Business and Management. --- Acculturation --- Communication --- Culture diffusion --- Administration --- Industrial relations --- Organization

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Providing a timely contribution to the ongoing questions surrounding topics which are by definition subject to varying stakeholder interpretations, this book addresses "the missing link" between theoretical CSR concepts and everyday management practice. It acts as a guide to awaken managers to the advantages of adopting a CSR "mindset" when developing sustainable business strategies. The book consists of three parts: 1) A theoretical realm which establishes the key concepts and rationale for the adoption of a sustainable CSR approach, 2) A practical realm which addresses putting CSR and sustainability into business practice, 3) An educational realm which proposes how to incorporate the concepts into teaching and training. Contents Theoretical realm Practical realm Educational realm The Editors Linda O’Riordan is a Professor of Business Studies and International Management and Director of the KompetenzCentrum for Corporate Social Responsibility (KCC) at the FOM University of Applied Sciences (FOM), Essen, Germany. She researches, writes, and lectures on responsible management and sustainable entrepreneurship with a focus on an inclusive approach to organising business in society. Piotr Zmuda is a Professor of Business Studies and International Management and a Research Associate of the KompetenzCentrum for Corporate Social Responsibility (KCC) at the FOM University of Applied Sciences (FOM), Essen, Germany. He teaches Master's and Bachelor's students in Corporate Governance and Corporate Social Responsibility (CSR), International Management, Strategic Management, and Management Consulting. Stefan Heinemann is a Professor and Vice-Rector for Cooperations and Sustainability Representative at the FOM University of Applied Sciences (FOM), Essen, Germany. He is also a committed member of the work group "tertiary institutions" of the UNESCO World Decade of Education for Sustainable Development, Director of Business Ethics at the FOM KCC KompetenzCentrum für Corporate Social Responsibility and Member of the Board of Trustees of sneep - student network for ethics in economics and practice.  .

Economics/Management Science. --- Non-Profit Enterprises/Corporate Social Responsibility. --- Management/Business for Professionals. --- Economics. --- Industrial management. --- Economie politique --- Gestion d'entreprise --- Management --- Business & Economics --- Management Styles & Communication --- Business. --- Management. --- Business ethics. --- Business and Management. --- Business Ethics. --- Business --- Businesspeople --- Commercial ethics --- Corporate ethics --- Corporation ethics --- Professional ethics --- Wealth --- Administration --- Industrial relations --- Organization --- Moral and ethical aspects