The CRM Handbook
A Business Guide to Customer Relationship Management
Nonfiction, Computers, Database Management, Information Storage & Retrievel
| Author: | Jill Dyché | ISBN: | 9780321629999 |
| Publisher: | Pearson Education | Publication: | August 9, 2001 |
| Imprint: | Addison-Wesley Professional | Language: | English |
| Author: | Jill Dyché |
| ISBN: | 9780321629999 |
| Publisher: | Pearson Education |
| Publication: | August 9, 2001 |
| Imprint: | Addison-Wesley Professional |
| Language: | English |
To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management. It shows you:
- The various roles CRM plays in business, and why it's more important than ever
- The range of CRM applications and uses, from sales force automation to campaign management to e-CRM and beyond
- The context of some of the popular CRM buzzwords
- The differences between CRM and business intelligence, and why they're symbiotic
- Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic
- Case studies of visionary companies who've done CRM the right way
“
To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management. It shows you:
- The various roles CRM plays in business, and why it's more important than ever
- The range of CRM applications and uses, from sales force automation to campaign management to e-CRM and beyond
- The context of some of the popular CRM buzzwords
- The differences between CRM and business intelligence, and why they're symbiotic
- Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic
- Case studies of visionary companies who've done CRM the right way
“
