β Scribed by Simon Caufield (auth.)
No coin nor oath required. For personal study only.
This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition.
Front Matter....Pages 1-13
Front Matter....Pages 15-15
Does CRM Really Pay? A General Management Perspective....Pages 17-22
CRM Definitions β Defining customer relationship marketing and management....Pages 23-27
Customer Relationship Management β An Opportunity for Competitive Advantage?....Pages 29-32
Build relationships with customers that competitors find difficult to break....Pages 33-36
Implementing the Customer Relationship Management Foundation β Analytical CRM....Pages 37-44
e-Everything: Technology-Enabled Customer Relationship Management....Pages 45-55
The Importance of Marketing Data Intelligence in Delivering Successful CRM....Pages 57-70
Making every customer relationship count. Exploring the business drivers and technology enablers of customer relationship management....Pages 71-81
Smart CRM Solutions: The Key to Competing in the Net Economy....Pages 83-87
Front Matter....Pages 89-89
The CRM Lifecycle. Without CRM Analytics, your customers wonβt even know youβre there....Pages 91-100
Closing the Loop to Optimize Customer Relationships....Pages 101-109
Unified Customer Interaction....Pages 111-116
Implementing a CRM-based Campaign Management Strategy....Pages 117-123
Modeling customer relationships β A flexible, integrated architecture enables customer-centric marketing....Pages 125-135
Customer Relationship Management: Choosing the appropriate strategy and Data Warehousing technology to win and retain customers....Pages 137-154
High-Availability Networks Enable Business-to-Consumer E-Business....Pages 155-168
Extended Enterprise Applications. Spotlight Report....Pages 169-212
Front Matter....Pages 213-213
Customer β Brand Value....Pages 215-230
Customer Focused Marketing β A Strategy for Success....Pages 231-234
CRM. A Guide to Marketing, Sales, and Service Transformation....Pages 235-268
Front Matter....Pages 213-213
CRM Measurement: Measure up... or shut up!....Pages 269-275
Analytical Customer Relationship Management....Pages 277-299
Successful Customer Relationship Management: Why, ERP, Data Warehousing, Decision Support, and Metadata Matter....Pages 301-309
Building the Business Case Blues or Business Case Blues....Pages 311-321
Customer Profitability β Information just isnβt enough....Pages 323-337
Building profitable customer relationships with data mining....Pages 339-351
CRM Application Service Providers β Risks and Rewards....Pages 353-355
A Realistic View on Customer Relations....Pages 357-361
Front Matter....Pages 363-363
CRM Success: Call Center Improvement....Pages 365-368
Integrating the Call-Center with Customer Information....Pages 369-379
CRM, Customer Service and Workflow in the Call Centre....Pages 381-385
Customer Relationship Management in the Internet Age....Pages 387-390
The Users Speak: Trends in Call Centers and Web-Based Customer Care....Pages 391-405
Back Matter....Pages 407-408
Engineering, general
π SIMILAR VOLUMES
Great overview for strangers to CRM. The only aspect I did not like was the rather short and cynical commentary on privacy in CRM. Privacy is a serious issue that deserves more attention.
<P style="MARGIN: 0px"> <B> <I>A brand new collection of powerful insights into building outstanding customer relationships⦠4 pioneering books, now in a convenient e-format, at a great price!</I> </B> </P> <P style="MARGIN: 0px"> </P> <P style="MARGIN: 0px"> <B>4 remarkable eBooks help you develo
<p><P>Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. In this context, new strategic frameworks and cooperation with everybody along the w
Customer Relationship Management, CRM, has been one of the strongest areas of management focus in financial services companies throughout the world over the last five years. While it is forecast that this will continue for the next five years, many companies are struggling with their CRM programs. T