A Practical Guide to CRM

Building More Profitable Customer Relationships
1. Auflage 2017
ISBN: 978-1-138-41244-6
Verlag: Taylor & Francis Ltd

Buch, Englisch, 304 Seiten, Format (B × H): 152 mm x 229 mm, Gewicht: 454 g

In today's 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. To thrive in today's customer-driven economy a company need

Zielgruppe

Professional Practice & Development

Autoren/Hrsg.

Reynolds, Janice

Fachgebiete

• Technische Wissenschaften Elektronik | Nachrichtentechnik Nachrichten- und Kommunikationstechnik
• Mathematik | Informatik EDV | Informatik EDV & Informatik Allgemein

Inhaltsverzeichnis

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

Über Autor(innen)

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.