This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers.

The monograph presents a comprehensive analysis of the impact of the COVID-19 pandemic on European banking, both at a macro and a micro level. It analyses the impact of the pandemic on bank stability, performance and credit policies, as well as their strategic adjustments to the challenges brought about by the COVID-19 pandemic.

This book is a study of strategic renewal in the consumer co-operative sector, using eleven international case-studies to demonstrate how the concept has been applied over the last fifty years.

This book examines the possibility of using information provided by performance measurement systems in the process of preparing integrated reports.

The book presents an approach anchored in strategic improvisation – a combination of order and chaos. It describes strategic improvisation as a concept, mindset and toolbox for leaders and organizations.

Haavelmo’s The Probability Approach in Econometrics is acclaimed as the manifesto of econometrics. This book challenges Haavelmo’s probability approach, shows how its use is delivering defective and inefficient results, and argues for a paradigm shift in econometrics towards a full embrace of machine learning.

Alliance Commissioning in Health and Social Care is a ground-breaking and practical guide to collaborating and co-ordinating service provision across different providers, taking readers through each step from initial concept to launch and operation.

We are at a momentous inflection point in our evolutionary history: generative AI is becoming mainstream, transforming the world of work, and specifically that of knowledge workers. This book helps you to navigate your upskilling journey to remain relevant and to add value in the workplace.

The book is essential reading for CISOs, DPOs, CPOs, Sourcing Managers, Vendor Risk Managers, Chief Procurement Officers, Cyber Risk Managers, Compliance Managers, and other cyber stakeholders, as well as students in cyber security.

The internationally bestselling story of a young woman whose death in 1951 changed medical science for ever . . .