Intermediary NGOs: The Supporting Link in Grassroots Development
Author: Thomas F Carroll
Readers will achieve a clear, accurate picture of NGOs, and be able to understand and evaluate their own role in the Third World.
Table of Contents:
Tables and Figures
About the Author
Foreword
Acknowledgments
Introduction
Part I
Features and Performance of Intermediary NGOs
1. Tending the Grassroots: GSOs and MSOs
Terms and Definitions
Typology: The ABCs of GSOs and MSOs
Brief Review of the Comparative Literature
Consensus and Controversy
2. Selecting and Rating the Organizations
Thirty Good Performers
Common Features
Evaluation Criteria
How the Organizations Measure UP
How Criteria Are Related
Contextual and Dynamic Dimensions
3. Service Delivery
Delivery of Service: A Means or An End?
Basic Service Delivery Strategies
Problems in Evaluating GSO Service Delivery
4. Poverty Reach
Not the Poorest of the Poor
Poverty-Reach Variation by Types of Project
A Larger Presence among the Poor
5. Participation
Investment of Local Resources
Management Style
Day-to-Day Interactions
Momentum
The Fear of Paternalism
GSO-MSO Relationships
Shared Decision making
6. Group Capacity Building
Capacity-Building Domain
Incremental Strategies
Special Role of GSOs
Repressive Environments
Complementary Functions of GSOs and MSOs
Modes of Support
Few Opportunities for Learning
7. Wider Impact: Innovation and Policy
Innovation
Public-Sector Linkages and Policy
Scaling-Up
The Regional Dimension
8. Organizational Attributes of Strong Performers
Correlations
Organizational Features of Performance
Organizational Dilemmas
The Dynamic Dimension
9. Donors and Their Clients
Donor Attitudes
Client Scorecard
Myths of Grassroots Development
Why the Fuss about Group Capacity?
Suggestions for Donor Policies
10.Interpretations of Performance
Divergence
Convergence
Part II Case Studies
11. Profiles from Peru
Country Context
CEDECUM: Effective Regional Promotion, but Overdependence on a Single Leader
CENTRAL: Cooperative Service against Heavy Odds
CIPCA: A Regional Link between the “Formal” Peru and the “Real” Peru
FDN: An Academic Consulting Firm for Small-Scale Farmers
PROTERRA: Filling the Gap in Government Services
12. Profiles from Costa Rica
Country Context
ANAI: Ecology and Development
CACH: a Public-Private Regional Service Organization
FOV: An Organization with a Dual Personality
FUCODES: A National Foundation for Small-Enterprise Credit
PURISCAL: Co-management of an Agricultural Supply Store
URCOOPAPA: Moving Away form Cooperative Ideals
13. Profiles from Chile
Country Context
CAMPOCOOP: A Holding Operation for Chilean Cooperatives
CET: Counting on Beneficiaries to Mange Effective Technology
CIDE: Action-Oriented Popular Education Programs for the Disadvantages
SADECSA: Capacity Building at the Community Level
Appendix: Rating Elements for the Six Performance Indicators
Abbreviations
Bibliography
Index
Accelerating Customer Relationships: Using CRM and Relationship Technologies
Author: Ronald S Swift
Leverage people, processes, activities, information, and technologies to...
- Acquire new, more profitable customers
- Build long-term customer loyalty
- Serve every customer as an individual
- Drive powerful marketing opportunities
- Increase profits and shareholder value!
The start-to-finish guide to breakthrough customer relationship management!
In Accelerating Customer Relationships, a world-renowned CRM expert shows you how to build knowledge "infostructures" that deliver breakthrough profitability and customer loyalty. Ronald S. Swift walks you step by step through integrating every customer touchpoint: retail, Web, call center, and beyond. Swift covers every aspect of enterprise-wide relationship management—strategies, processes, partnerships, platforms, software, methodologies, and more. Through proven methods, practical examples, and case studies, you'll discover how to create the customer-centric environment to:
- Identify what your most profitable customers share in common-then find more customers just like them!
- Shorten your sales cycle by anticipating your customer's requirements and expectations more accurately
- Manage your channel partnerships and other relationships more profitably
- Maintain customer privacy and confidentiality while gaining the benefits of profiling
- Calculate the economic value of customer relationship management
- Discover the key factors that make or break CRM for your organization
The high-value, loyal customer is the #1 key focal point for growth organizations worldwide! Today's relationshiptechnologies give you an unprecedented opportunity to strengthen and deepen the customer relationships you care about most. Ronald S. Swift can show you how to do it-before your competitors do!
"Ron Swift's book is designed to help you tie the loyalty knot with your customers. It has the tools, the framework, and the know-how to deliver customers and profits."
— Martha Rogers, Ph.D.,
Peppers and Rogers Group
and co-author of The One to One Future and One to One B2B
"When your customers know you know them, your business is bound for success. Ron Swift's book provides the tools, the framework, and the know-how to build rock solid CRM and DW strategies to deliver customers and profits. Ron continues his excellence with profound and practical knowledge and advice."
— Bill Inmon,
Father of the Data Warehousing concept,
and author of 30 books on Data Warehousing, Decision Support, and Database Technology
Booknews
Deals with customer relationship management (CRM) and data warehousing. The author, who is vice president of customer relationship management solutions at NCR Corporation, advocates the analysis of customer information and behavior, gathered in databases, to manage short- and long-term relationships. Annotation c. Book News, Inc., Portland, OR (booknews.com)
No comments:
Post a Comment