Essentials of CRM

1. Auflage 2002
ISBN: 978-0-471-20603-3
Verlag: John Wiley & Sons

Buch, Englisch, 220 Seiten, Format (B × H): 153 mm x 226 mm, Gewicht: 331 g

Reihe: Essentials Series

ESSENTIALS OF CRM

Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM.

"Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand."
--Michael Cusack, author of Online Customer Care: Strategies for Call Center Excellence

"Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and actionable grounding in CRM for organizational leadership."
--John Glaser, PhD, Vice President and CIO, Partners Healthcare System

The Wiley Essentials Series-because the business world is always changing.and so should you.

Autoren/Hrsg.

Bergeron, Bryan

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Sozialwissenschaften Medien- und Kommunikationswissenschaften Kommunikationswissenschaften Kommunikationsmanagement, Public Relations
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Public Relations

Inhaltsverzeichnis

Overview.

The Customer.

The Corporation.

Technology.

eCRM.

Evaluating Solutions.

Economics of CRM.

Getting There.

Further Reading.

Glossary.

Index.

Über Autor(innen)

BRYAN BERGERON has spent the last thirty years designing and working with computers and electronics. He teaches at Harvard Medical School and MIT, serves as Editor in Chief of e.MD and technical editor of Postgraduate Medicine, and is on the editorial boards of Healthcare Informatics and Perspectives in Biology and Medicine, among others. He has authored several books on business and technology.