Crm: Redefining Customer Relationship Management

✍ Scribed by Safari, an O'Reilly Media Company.; Peel, Jeffrey

• Publisher: Digital Press; Digital Press
• Year: 2002
• Tongue: English
• Leaves: 249
• Edition: 1st edition
• Category: Library

✦ Synopsis

In CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way organizations do business. At a technology level, CRM is increasingly about conjoined best-of-breed applications delivered via portal technologies. At a business level, it is beginning to invade traditional territories occupied by brand management or customer support. Peel shows companies how to make the shift to the new paradigm.
.Defines the nature of new CRM niche solutions
.Provides entirely new types of functionality that mesh seamlessly
.Describes solutions focused solely on the needs of the customer"

✦ Table of Contents

Cover......Page 1
TOC$Contents......Page 8
Foreword......Page 12
Acknowledgments......Page 18
Preface......Page 20
Who will benefit from this book......Page 22
Chapter overviews......Page 23
Introduction to The Unix Philosophy......Page 26
CH$Chapter 1. The Unix Philosophy: A Cast of Thousands......Page 30
1.1 The Not invented here syndrome......Page 32
1.2 Developing Unix......Page 33
1.3 Linux: A cast of one plus one million......Page 34
1.4 The Unix philosophy in a nutshell......Page 36
CH$Chapter 2. One Small Step for Humankind......Page 42
2.1 Tenet 1: Small is beautiful......Page 44
2.2 Software engineering made easy......Page 46
2.3 Looking at a bug......Page 51
2.4 Tenet 2: Make each program do one thing well......Page 52
CH$Chapter 3. Rapid Prototyping for Fun and Profit......Page 56
3.1 Knowledge and the learning curve......Page 58
3.2 Tenet 3: Build a prototype as soon as possible......Page 62
3.3 The Three Systems of Man......Page 63
3.4 The First System of man......Page 64
3.5 The Second System of man......Page 68
3.6 The Third System of man......Page 71
3.7 Linux is both a Third System and a Second System......Page 73
3.8 Building the Third System......Page 74
CH$Chapter 4. The Portability Priority......Page 78
4.1 Tenet 4: Choose portability over efficiency......Page 81
4.2 Tenet 5: Store data in flat text files......Page 89
CH$Chapter 5. Now That’s Leverage!......Page 98
5.1 Tenet 6: Use software leverage to your advantage......Page 101
5.2 Tenet 7: Use shell scripts to increase leverage and portability......Page 109
CH$Chapter 6. The Perils of Interactive Programs......Page 118
6.1 Tenet 8: Avoid captive user interfaces......Page 122
6.2 Tenet 9: Make every program a filter......Page 131
6.3 The Linux environment: Using programs as filters......Page 133
CH$Chapter 7. More Unix Philosophy: Ten Lesser Tenets......Page 136
7.1 Allow the user to tailor the environment......Page 138
7.2 Make operating system kernels small and lightweight......Page 140
7.3 Use lowercase and keep it short......Page 141
7.4 Save trees......Page 143
7.5 Silence is golden......Page 144
7.6 Think parallel......Page 146
7.7 The sum of the parts is greater than the whole......Page 148
7.8 Look for the 90-percent solution......Page 150
7.9 Worse is better......Page 151
7.10 Think hierarchically......Page 153
CH$Chapter 8. Making Unix Do One Thing Well......Page 156
8.1 The Unix philosophy: Putting it all together......Page 162
CH$Chapter 9. Unix and Other Operating System Philosophies......Page 166
9.1 The Atari Home Computer: Human engineering as art......Page 169
9.2 MS-DOS: Over seventy million users can’t be wrong......Page 172
9.3 VMS: The antithesis of UNIX?......Page 174
CH$Chapter 10. Through the Glass Darkly: Linux vs. Windows......Page 180
10.1 It’s the content, stupid!......Page 185
CH$Chapter 11. A Cathedral? How Bizarre!......Page 204
CH$Chapter 12. Brave New (Unix) World......Page 218
Java......Page 223
Object-Oriented Programming......Page 225
Extreme Programming......Page 226
Refactoring......Page 227
The Apache Jakarta Project......Page 228
The Internet......Page 230
Wireless Communications......Page 231
Web Services......Page 232
Artificial Intelligence......Page 234
About the Author......Page 238
IDX$Index......Page 240