Consumer Management in the Internet Age: How Customers Became Managers in the Modern Workplace analyzes online consumer management, a practice in which customers monitor, report on, and—sometimes unwittingly—discipline workers through writing and posting online reviews. Based on case studies of the websites Yelp and Rate My Professors (RMP), Joshua Sperber analyzes how online reviewing, a popular contemporary hobby, tells us much about the collapse of the barriers separating work and leisure as well as our need for collective purpose and community wherever we can find it. This book explores the economic implications of online reviews, as reviews provide both valuable free content for websites and surveillance of, respectively, restaurant servers and college instructors.

This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing.

In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society.

Humans at Work in the Digital Age explores the roots of twenty-first-century cultures of digital textual labor, mapping the diverse physical and cognitive acts involved, and recovering the invisible workers and work that support digital technologies. Drawing on 14 case studies organized around four sites of work, this book shows how definitions of labor have been influenced by the digital technologies that employees use to produce, interpret, or process text. Incorporating methodology and theory from a range of disciplines and highlighting labor issues related to topics as diverse as census tabulation, market research, electronic games, digital archives, and 3D modeling, contributors uncover the roles played by race, class, gender, sexuality, and national politics in determining how narratives of digital labor are constructed and erased. Because each chapter is centered on the human cost of digital technologies, however, it is individual people immersed in cultures of technology who are the focus of the volume, rather than the technologies themselves. Humans at Work in the Digital Age shows how humanistic inquiry can be a valuable tool in the emerging conversation surrounding digital textual labor. As such, this book will be essential reading for academics and postgraduate students engaged in the study of digital humanities; human-computer interaction; digital culture and social justice; race, class, gender, and sexuality in digital realms; the economics of the internet; and technology in higher education.

This volume documents the results of global research on customer management (CM) funded by QCi, IBM and OgilvyOne. It is based on the diagnostic tool developed by QCi, the Customer Management Assessment Tool (CMAT), which is recognized as the global CRM scorecard and benchmark "best practice" standard for assessing how well organizations manage their customers. Drawing on the results of research using CMAT in over 300 leading companies around the world and across a wide variety of sectors, the authors present their findings. The detailed cases illustrate the gains to be made from managing customers well and include: BP; Barclaycard; BskyB; Hyundai; Mobil; Prudential; Smithkline Beecham; John Lewis; NatWest Bank; and Rolls Royce. The accompanying free CD-ROM contains a mini version of CMAT.

"An incredibly useful and valuable guidebook to the new consumer economy. Buy it. Learn from it. Succeed with it."--Jeff Jarvis, author of "What Would Google Do " "This is the stuff that every business and nonprofit needs to embrace if they're going to succeed in a changing world."--Vivian Schiller, CEO of NPR With clear analysis and practical frameworks, this book provides a strategic guide that any business or nonprofit can use to succeed in the digital age. Marketing expert David Rogers examines how digital technologies--from smartphones to social networks--connect us in frameworks that transform our relationships to business and each other. To thrive today, organizations need new strategies--strategies designed for customer networks. Rogers offers five strategies that any business can use to create new value: ACCESS--be faster, be easier, be everywhere, be always on ENGAGE--become a source of valued content CUSTOMIZE--make your offering adaptable to your customer's needs CONNECT--become a part of your customers' conversations COLLABORATE--involve your customers at every stage of your enterpriseRogers explains these five strategies with over 100 cases from every type and size of business--from shoes to news, and software to healthcare. In "The Network Is Your Customer," he shows: How Apple harnessed a host of collaborators to write apps for its iPhone How IBM designed a videogame to help sell its enterprise software How Ford Motors inspired an online community to build brand awareness for its new Fiesta...and countless other cases from consumer, b2b, and nonprofit categories. The book outlines a process for planning and implementing a customer network strategy to match "your" customers, "your" business, and "your" objectives--whether you need to drive sales, to enhance innovation, to reduce costs, to gain customer insight, or to build breakthrough products and services. Because today, whatever your goals and whatever your business, the network is your customer.

The concept of relationship marketing has been discussed among marketing academics and managers since the early 1980s. But instead of reaching its maturity stage, relationship marketing is nowadays encountering its next upsurge. Due to a confluence of trends driving the global business world—including the transition to service-based economies, faster product commoditization, intensified competition worldwide, growth among emerging markets, aging populations, advertising saturation, and (above all) the digital age—strong customer relationships are more than ever vital to company strategy and performance. Relationship Marketing in the Digital Age provides a comprehensive overview of the state-of-the-art of relationship marketing, offering fruitful insights to marketing scholars and practitioners. In seven chapters, divided into two main sections on understanding (Part I) and effectively applying (Part II) relationship marketing, an introductory and a concluding chapter, readers learn how to successfully manage customer–seller relationships.

This essay attempts to structure a forward-looking approach to the evolving role of marketing in today's economy. Many organisations today recognize the need to become more market responsive in the global and interconnected market in which they operate.

This book contains papers presented at the 2021 International Conference on Smart Technologies and Systems for Internet of Things, held on November 26–27, 2021, in Shanghai, China. It covers topics like distributed processing for sensor data in CPS networks, approximate reasoning and pattern recognition for CPS networks, distributed processing in mobile networking, data analytics for social media sensor data integration, data platforms for efficient integration with CPS networks, virtualized and cloud-oriented resources for data processing for CPS networks, machine learning algorithms for CPS networks, data security and privacy in CPS networks, sensor fusion algorithms, sensor signal processing, data acquisition and preprocessing technology, intelligent computing, data mining methods and algorithms, big data system solutions and tools platform, intelligent control and intelligent management, and operational situation awareness utilizing big data-driven intelligence. It caters to postgraduate students, researchers, and practitioners specializing and working in related areas.

"For most economists, labor is simply a commodity, bought and sold in markets like any other - and what happens after that is not their concern. Individual prospective workers offer their services to individual employers, each acting solely out of self-interest and facing each other as equals. The forces of demand and supply operate so that there is neither a shortage nor a surplus of labor, and, in theory, workers and bosses achieve their respective ends. Michael D. Yates, in Work Work Work: Labor, Alienation, and Class Struggle, offers a vastly different take on the nature of the labor market. This book reveals the raw truth: The labor market is in fact a mere veil over the exploitation of workers. Peek behind it, and we clearly see the extraction, by a small but powerful class of productive property-owning capitalists, of a surplus from a much larger and propertyless class of wage laborers. Work Work Work offers us a glimpse into the mechanisms critical to this subterfuge: In every workplace, capital implements a comprehensive set of control mechanisms to constrain those who toil from defending themselves against exploitation. These include everything from the herding of workers into factories to the extreme forms of surveillance utilized by today's "captains of industry" like the Walton family (of the Walmart empire) and Jeff Bezos"--