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Building long-term access (Relationship marketing (Defining, Benefits,…
Building long-term access
The politics of business and management
Understanding the political context
Analysing the political contaxt
Stakeholder analysys
Managing the political context
Brittain`s productivity puzzle
Employee involvement
Horizons shifting
Sustainability
The importance of quality
Quality and business sustainability
Quality management
Cost of quality
Quality assurance and quality control
Quality systems
7 key tools of controlling quality
Histogram
Control chart
Scatter diagram
Pareto chart
Checklist/tally
Cause and effect diagram
Stratification
Improving performance
The importance-performance matrix
Operational risk and resilience
Hazards
Impact
Likelihood
Managing risk
Relationship marketing
Defining
Benefits
Customer royalty
Customer value and satisfaction
Commitment,,trust,customer orientation and communication
Service-dominant logic
Types of relationships
Business-to-business relationships
Transactional versus relational strategies
Internal marketing
The role and impact of staff
benefits
communication
Critical service interactiosn
Unfair customers
Types of employees
Crisis management
What constitutes a crisis
Externally generated crisis
Internally generated crisis
Brand saboteurs
Managing crises and issues
Measuring success
Key marketing measures
other measures
using multiple measures
Time frames in evaluating marketing success
Leadership versus management
Identifying leadership
Leadership as Person
Leadership as Result
Leadership as Position
Leadership as Purpose
Leadership as Process
Followership
Strategic Leadership
Qualities and capabilities
Women in the media
Media
Schools
In media
In schools