A Practical Guide to CRM
Building More Profitable Customer Relationships
1st Edition
Published on 5. February 2002
250 pages
978-1-040-15931-6 (ISBN)
Description
In the global economy, the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today - customer loyalty and retention. This book explores how to use CRM to integrate various channels and media of customer contact from the Internet through field sales into one system.
More details
Edition
1. Auflage
Language
English
Place of publication
London
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
Professional and scholarly
ISBN-13
978-1-040-15931-6 (9781040159316)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
Book
07/2017
1st Edition
CRC Press
€252.78
Shipment within 10-20 days
Book
02/2002
1st Edition
CMP Books
€72.80
Shipment within 3-4 weeks
Person
Janice Reynolds is a writer, editor, speaker, and consultant in information technology and the Internet/intranet. Prior to starting her own consulting firm in 1995, Ms. Reynolds was the litigation manager of a large New York City law firm. She is the author of The Complete E-Commerce Book. She has edited numerous technical books and led several e-commerce development teams. Ms. Reynolds provides advice to numerous budding entrepreneurs as the 'E-commerce Expert' on Allbusiness.com. She also consults with established companies concerning their technical needs.
Content
Preface, Section I: Determining the Need for CRM Chapter 1: What is CRM? Chapter 2: The Evaluation Process Chapter 3: Preparing a Business Case Section II: The Strategy Process Chapter 4: Creating the CRM Strategy Chapter 5: A Program of Projects Chapter 6: The People Factor Chapter 7: Increasing Customer Loyalty Chapter 8: Know Thy Customer Section III: Technology Chapter 9: The Many Flavors of CRM - An Overview Chapter 10: Marketing Chapter 11: Sales Chapter 12: The Call Center Evolution Chapter 13: The Importance of Data Chapter 14: Hosted Solutions Chapter 15: Partnering for Success Chapter 16: The Vendor Selection Process Chapter 17: Implementation and Deployment
