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الصفحة 1
الصفحة 1
Artificial intelligence for customer relationship management : Solving customer problems
This book describes a number of applications of Artificial Intelligence in the field of Customer Relationship Management with the focus of solving customer problems. We design a system that tries to understand the customer complaint, his mood, and what can be done to resolve an issue with the product or service. To solve a customer problem efficiently, we maintain a dialogue with the customer so that the problem can be clarified and multiple ways to fix it can be sought. We introduce dialogue management based on discourse analysis: a systematic linguistic way to handle the thought process of the author of the content to be delivered. We analyze user sentiments and personal traits to tailor dialogue management to individual customers. We also design a number of dialogue scenarios for CRM with replies following certain patterns and propose virtual and social dialogues for various modalities of communication with a customer.
Artificial intelligence for customer relationship management : Keeping customers informed
Providing a forum for the exchange of ideas in AI, this book provides a concise yet comprehensive coverage of methodologies, tools, issues, applications, and future trends for professionals, managers, and researchers in the CRM field together with AI and IT professionals.
AI For Emerging Verticals : Human-robot computing, sensing and networking
Artificial intelligence (AI) and machine learning (ML) will play a major role. By adopting AI software and services, businesses can create predictive strategies, enhance their capabilities, better interact with customers, and streamline their business processes. Explores novel concepts and cutting-edge research and developments towards designing these fully automated advanced digital systems. Fostered by technological advances in artificial intelligence and machine learning, such systems potentially have a wide range of applications in robotics, human computing, sensing and networking. The chapters focus on models and theoretical approaches to guarantee automation in large multi-scale implementations of AI and ML systems; protocol designs to ensure AI systems meet key requirements for future services such as latency; and optimisation algorithms to leverage the trusted distributed and efficient complex architectures.
Agile software engineering
This textbook presents the crucial issues in software engineering using the agile approach to software development - one of the mainstream paradigms for the management of software projects and one that is being applied more and more extensively.
Marketing for Sustainable Development : Rethinking Consumption Models
Many people see a weak association between marketing and sustainable development and even consider them as two incompatible fields. However, marketing benefits from an extremely powerful position to encourage transformations at the production level and to guide consumers towards responsible behaviors. From its inception, marketing has been positioned as a support for the relationship between the company and its customers, with the quest for well-being set in the very foundations of the discipline.
Managing Closed-Loop Supply Chains
Introduction Closing supply chains refers to taking care of items once they are no longer desired or can no longer be used by their user. Smart management of closed-loop supply chains means profitable recovery of value from these items (products, functional components, materials or packaging). The company closing the supply chain may be the original equipment manuf- turer (OEM), a distribution partner or a third party not involved in the f- ward distribution. In recent years, the management of closed-loop supply chains has gained importance because of increased legislation on producer respon- bility, requiring companies to take back products from customers and to organize for proper recovery and disposal. This legislation is partially due to increased awareness of environmental issues. However, smart com- nies have also understood that returned products often contain lots of value to be recovered. They manage closed-loop supply chains simply because it is a profitable business proposition.
Logistics Outsourcing Relationships : Measurement, Antecedents, and Effects of Logistics Outsourcing Performance
In recent years, logistics outsourcing has gained increasing importance and today is used by a large number of firms across virtually all industries worldwide. Logistics service providers have developed a wide array of services that are utilized to improve logistics processes - and mainly to cut costs.This book uses state-of-the-art scientific methods to reveal that most firms currently do not realize the full potential of logistics outsourcing. It shows the complexity of outsourcing performance and that its true drivers lie in the relationship between service providers and their customers. Through the results of a large-scale empirical survey, the book also emphasizes the importance of a firm's approach towards outsourcing: solely striving for cost reductions may be a dead end, while the often overlooked increased logistics service levels are equally important for boosting logistics performance. In the light of current outsourcing practices, this indicates substantial room for improvement for most firms.
Knowledge Integration : The Practice of Knowledge Management in Small and Medium Enterprises
The ability to manage knowledge is relevant for millions of small and medium sized enterprises (SMEs) that operate in high-tech environments. They strongly depend on external knowledge about customers, technologies, and competitors because, as opposed to large companies, they have limited internal knowledge resources and little power to control their business environments.
Key Account Management in Business-to-Business Markets: An Assessment of Its Economic Value
In times of fierce competition in business-to-business markets strong and economically sound business relationships with a company's customers rank among the main success factors. As a well established marketing management conception, key account management is of particular significance in this context. Interestingly enough, empirical research studies have recently proved that relationship marketing, and particularly key account management, does not achieve the economic value originally expected.
Bio-inspired credit risk analysis : Computational intelligence with support vector machines
Credit risk analysis is one of the most important topics in the field of financial risk management. Due to recent financial crises and regulatory concern of Basel II, credit risk analysis has been the major focus of financial and banking industry. Especially for some credit-granting institutions such as commercial banks and credit companies, the ability to discriminate good customers from bad ones is crucial. The need for reliable quantitative models that predict defaults accurately is imperative so that the interested parties can take either preventive or corrective action. Hence credit risk analysis becomes very important for sustainability and profit of enterprises. In such backgrounds, this book tries to integrate recent emerging support vector machines and other computational intelligence techniques that replicate the principles of bio-inspired information processing to create some innovative methodologies for credit risk analysis and to provide decision support information for interested parties.
Big Data : A Road Map for Successful Digital Marketing
Explores recent trends in the use of big data to predict consumer behavior, strategies to engage online customers, integration of big data with other data sources, and its applications in social media analytics, mobile marketing, search engine optimization and customer relationship management.
Big Data : A Road Map for Successful Digital Marketing
Explores recent trends in the use of big data to predict consumer behavior, strategies to engage online customers, integration of big data with other data sources, and its applications in social media analytics, mobile marketing, search engine optimization and customer relationship management.
Advertising management : Concepts, theories, research and trends
Explores the concept of advertising and the different ways advertising is understood and evaluated. It dives deep into planning, designing, and executing advertising campaigns on different mediums. It discusses the theoretical and research parts of advertising by critically examining how over the years various hierarchical models and theories are developed by advertising experts. It examines various models and theories that explain why and how advertising is successful in persuading customers target audiences to buy a product or accept an idea for behavioural change.
Advanced introduction to marketing strategy
Presents a systematic, next-generation approach to marketing strategy, demonstrating how success is gained and sustained via continuous innovation to create new value for customers. George S. Day develops the outside-in approach to formulating strategy, while providing compelling insights into key market stakeholders to illustrate how to sustain customer value leadership in the face of mounting market turbulence.
A Stakeholder Rationale for Risk Management : Implications for Corporate Finance Decisions
Ordinarily, only the interests of shareholders, debtholders, and corporate management are taken into account when analyzing corporate financial decisions while the interests of non-financial stakeholders are often neglected. Gregor Gossy develops a so-called stakeholder rationale for risk management arguing that firms which are more dependent on implicit claims from their non-financial stakeholders, such as customers, suppliers, and employees, prefer conservative financial policies. In order to perform panel data analyses of the determinants of corporate financial decisions, the author uses data from Austrian and German industrial companies. He shows that variables for a firm’s most important non-financial stakeholders explain the firm’s capital structure and cash holding decisions. His findings suggest that a firm’s choice of accounting standards have a moderating effect on the determinants of corporate finance decisions.
A Risk-Benefit Perspective on Early Customer Integration
Customer integration in the early innovation phase has been considered the method of choice in theory and practice. Growing experience with the concept has shown unexpected side effects that may even outweigh its recognized advantages. Therefore, management needs to be able to assess in advance whether the involvement of customers will add overall value to each particular innovation project. To support but not to replace the final managerial decision, a mathematical formula is developed. It can be applied to all kinds of process structures, takes into account the risks and benefits contingent on a company's situation as well as risk-reducing and benefit-increasing measures and translates them into numerical values. The resulting figure indicates the prospective value of customer integration in a specific project.
Advances in Life Cycle Engineering for Sustainable Manufacturing Businesses ; Proceedings of the 14th CIRP Conference on Life Cycle Engineering, Waseda University, Tokyo, Japan, June 11th-13th, 2007
Life cycle engineering deals with technologies for shifting the industry from mass production and mass consumption paradigm to closed loop manufacturing paradigm, in which required functions are provided for customers with the minimum amount of production. This subject is discussed from the various aspects, such as life cycle design, design for environment, reduce/reuse/recycle, life cycle assessment, and sustainable business models.Advances in Life Cycle Engineering for Sustainable Manufacturing Businesses gathers together papers from the 14th CIRP Life Cycle Engineering Conference. This conference is the longest running annual meeting in the field, in which papers are presented regarding developments of leading edge technologies, proposals of new concepts, and prominent industry case studies.
Account management strategies in B2B sales : Generating customer value and building sustainable business relationships - methodology, processes, tools
Provides employees and managers in sales with a clearly defined process for building sustainable business relationships along the account journey. Using a structured method, you will learn how to set yourself up for success right from the start, increase your competitiveness, increase market share and generate more sales.
