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Customer Relationship Management
Strategic Imperative in the World of E-Business
ISBN: 0471644099
ISBN-13: 9780471644095
Format: Hardcover
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Bibliographic Details
Publisher: John Wiley & Sons Inc
Published date: 2000
Size: 6.25 x 9.25 inches
Weight: 1.45 pounds
Pages: 345
Publisher's Notes
Maximize customer satisfaction and maximize your bottom line Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction. - Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care
Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.
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Customer Relationship Management: A Strategic Imperative in the World of E-Business
Brown, Stanley A. {Editor and Contributor}
Toronto, ON, Canada: John Wiley & Sons Canada, Ltd, 2000. "CUSTOMER RELATIONSHIP MANAGEMENT PCRM} is the key competitive strategy you need to stay focused on the needs of your customers and to integrate a customer-facing approach throughout your organization. CRM is an enterprise-wide approach to not only acquiring and deploying knowledge about your customers, but also to improving and automating the business process that deliver value to your organization's customers, suppliers, and employees." This book has 345 pages and is illustrated.. ISBN: 0-471-64409-9. Third Printing. Hard Cover. Fine/Fine. 8vo - over 7¾" - 9¾" Tall. CUSTOMER SERVICES CONSUMER SATISFACTION BUSINESS. ( more information) Offered by Glued To The Tube Books (United States)
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Customer Relationship Management: A Strategic Imperative in the World of E-Business
Wiley. Hardcover. 0471644099 New with very slight shelf wear from time on shelf (like you'd see at a major chain). We ship daily, provide personalized customer service and want you to have a great experience purchasing from us. Thank you for your consideration. . New. ( more information) Offered by BennettBooksLtd (United States)
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Customer Relationship Management: A Strategic Imperative in the World of E-business (Qty: 3)
Brand new. There is no doubt that in today's business environment, it is becoming increasingly difficult to manage customer relationships profitably. In response, most major organizations have embraced CRM as the way of the future and have invested millions of dollars in CRM technology and processes. But the hard fact is that, inadvertently, most CRM initiatives fail, crashing upon the rocks of duplicated effort, incompatible business solutions, wasted investment, and an increasingly inconsistent customer experience. But it does not need to happen this way. CRM can indeed be a powerful strategy, but knowing what it is and what it can do is simply not enough. That's where Performance Driven CRM comes in. It goes beyond what CRM is and what it can do for your organization, and offers a proven approach that shows clearly and quantifiably how to accomplish your CRM vision. But it doesn't stop there. Performance-Driven CRM: - Ensures that your CRM vision becomes reality and fosters a cycle of continuous improvement. - Delivers the skills needed to identify when customer expectations change and how to respond to them. - Describes the three critical performance programs necessary to ensure enterprise-wide CRM. - Provides a performance management program that measures and monitors customer needs, organizational competencies, and quality service. - Offers highly practical, hands-on, and proven tools for measuring and monitoring CRM initiatives: checklists, quizzes, work steps, planning templates, and more. - Features case studies and best practices from organizations including FedEx, Marriott, DuPont, Honeywell, Nortel Networks, Capital One, Radio Shack, and Sears. Performance Driven CRM provides what has been missing up until now from the world of CRM: standards of performance and a balanced scorecard approach for your customer care initiatives. Performance Driven CRM keeps your CRM vision relevant, alive, and achievable, enabling you to drive successful and lasting CRM change. ( more information) Offered by A Green Hippo (United Kingdom)
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