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What's a customer worth? The company that can answer this question precisely is the company with an edge in the customer-based, technology - and information - intensive economy of today. But how can an asset as intangible as customer value be measured? This book provides a solution: a fully developed, highly practical new marketing system for measuring and managing customer value as a financial asset - a system uniquely suited to today's rapidly changing, increasingly digital marketplace. Along with strategic and tactical guidance, Customer Equity provides precise metrics for evaluating a business more effectively and improving performance - the "activity-based management" of a company's marketplace. The authors present a new framework for structuring go-to-market activities that links those activities to useful metrics and allows better-informed marketing decisions.
The role of relationship marketing in the current business scenario has become significant as maintaining good relationships with various sections of society, especially the customers, is important for achieving organisational objectives. The book encapsulates all the essential aspects of relationship marketing in an easy-to-understand manner. It has been thoroughly revised and enlarged in the Second Edition and incorporates topics based on emerging concepts of marketing and technology, including relationship parameter in brand identity, service recovery paradox, adversity quotient of relationship managers, impact of social networking on customer relations, as well as applications of cloud and mobile computing in the practice of relationship marketing. Inclusion of new and contemporary case studies from industries—Toyota logo, Removing pain points: How Coco-Colas low-cost solar cooler is helping Coke spread its wing in villages, and Mobile computing in general insurance business, provides a practical orientation to the text and help students to understand concepts of relationship marketing in the context of real-world situation. Apart from these, case assignments have been developed on various dimensions of relationship marketing. Intended as a textbook for the postgraduate students of management, the book is equally useful for relationship managers, executives, and sales and marketing professionals.
"Our calling is to drop our egos, commit to removing barriers, and treat our learners with the unequivocal respect and dignity they deserve." --Mirko Chardin and Katie Novak When it comes to the hard work of reconstructing our schools into places where every student has the opportunity to succeed, Mirko Chardin and Katie Novak are absolutely convinced that teachers should serve as our primary architects. And by "teachers" they mean legions of teachers working in close collaboration. After all, it’s teachers who design students’ learning experiences, who build student relationships . . . who ultimately have the power to change the trajectory of our students’ lives. Equity by Design is intended to serve as a blueprint for teachers to alter the all-too-predictable outcomes for our historically under-served students. A first of its kind resource, the book makes the critical link between social justice and Universal Design for Learning (UDL) so that we can equip students (and teachers, too) with the will, skill, and collective capacity to enact positive change. Inside you’ll find: Concrete strategies for designing and delivering a culturally responsive, sustainable, and equitable framework for all students Rich examples, case studies, and implementation spotlights of educators, students (including Parkland survivors), and programs that have embraced a social justice imperative Evidence-based application of best practices for UDL to create more inclusive and equitable classrooms A flexible format to facilitate use with individual teachers, teacher teams, and as the basis for whole-school implementation "Every student," Mirko and Katie insist, "deserves the opportunity to be successful regardless of their zip code, the color of their skin, the language they speak, their sexual and/or gender identity, and whether or not they have a disability." Consider Equity by Design a critical first step forward in providing that all-important opportunity. Also From Corwin: Hammond/Culturally Responsive Teaching & the Brain: 9781483308012 Moore/The Guide for White Women Who Teach Black Boys: 9781506351681 France/Reclaiming Professional Learning: 9781544360669
The Handbook on Research in Relationship Marketing includes contributions from relationship marketing experts in business-to-business, business-to-consumer, global services, technology and a variety of other contexts of practice. Academics, students, a
The Relation Equation is designed to expose both the subversively held and overtly understood nuances of relationships in order to view them through the lens of a commonly accepted formula for equity. As an author, speaker, teacher, and pastor, Stephen Rosenberger helps readers understand challenging, abstract concepts by connecting them to familiar paradigms. To varying extents, we already employ equity in its relational form, though we may never have considered retrofitting it to such an unlikely, but fitting model. By analyzing its component parts, we challenge ourselves to better understand their dependence upon, and reactivity to one another. The Relation Equation provides a substantive way to better objectify the overtly subjective process of relationship management without becoming cold and formulaic. Examining exchanges within this Relation Equation demands an inventory of internal motives and places the love of God through Christ Jesus at the center of the discussion.
Healthcare systems globally are grappling with how best to implement effective and efficient patient-centred care while simultaneously trying to contain runaway costs and provide high quality. This book explores the essential enabling role of digital health, taking a socio-technical perspective and looking at the key facets of technology, people and process in turn. This book examines the opportunities of key digital health components, demystifying digital health and demonstrating how to use its key precepts effectively. The book presents evidence and anecdotes from stakeholders around the world, demonstrating the global relevance and the ability of digital health to uplift and upskill care delivery as it is applied commercially. Bridging academic theory and practice, this is a functional and accessible text for all digital health stakeholders. The text introduces critical issues and is suitable reading for students, practitioners and researchers in digital health and all healthcare-related domains.
There is growing evidence that the traditional role of the sales organization in business-to-business marketing is quickly evolving from a tactical, operational function to a strategic capability concerned with the management of critical processes that support business strategy and deliver value to profitable customers. This topic is of major relevance to scholars in both the sales and marketing domains, and this relevance is underlined by the intense interest of managers and companies in how this field is changing. This collection is a unique gathering of views on the critical issues to be confronted in the strategizing of the sales function, from distinguished scholars from throughout the world. Their focus is on the linkages between strategic marketing and the corollary of strategic sales. This book was published as a special issue of Journal of Strategic Marketing.
The purpose of this book is to understand the experiences of persons who are visually impaired, including those who are invisibly visually impaired. Through the use of a survey questionnaire and interviews and employing a cross-sectional survey design, the study examines the experiences of a large number of visually impaired respondents. The research largely examines how visual impairment affects the performance of the visually impaired "actor" in relationships and social interaction. To perform successfully, the visually impaired actor must be able to adapt to and perform competently within his or her assigned role, establish and maintain mutually satisfying relationships with other social actors, and know how to prepare for and manage the potential responses of the audience. The author employs a social performance perspective to examine how a visual impairment affects the individual's self-concept, ability to initiate and maintain satisfying relationships, and interact successfully, The appendix contains a wealth of supplementary information, including the actual survey instrument and its rationale, the theoretical model guiding the survey research, the interview procedures and protocol, and the correlation matrix. This unique text will be a valuable resource to visually impaired individuals, their families, and professionals who work with them. It also will serve as a useful text in graduate and undergraduate courses in disability issues.
This textbook provides an integrated and organized foundation for students seeking a brief but comprehensive introduction to the field of relationship science. It emphasizes the relationship field's intellectual themes, roots, and milestones; discusses its key constructs and their conceptualizations; describes its methodologies and classic studies; and, most important, presents the theories that have guided relationship scholars and produced the field's major research themes.