Offshore
 Welding
 Materials
 Technology
 Science
 Engineering
 Business & Economics
 Computers
 Reference
 Mathematics
 Architecture
 Photography
 Transportation
 Catalogues
 

Publications » Business & Economics » Customer Service

CRM:REDEFINE CUST RELATIONSHIP MAN

Price £40.99

temporarily out of stock

CRM:REDEFINE CUST RELATIONSHIP MAN

Jeffrey Peel

ISBN 155558263X
Pages 217

Description
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.

Contents
The New Customer Challenge; CRM Technology and CRM: The Need for a Communication-Centric Approach; The Analyst's View of CRM; The Application Revolution and Its Implications for CRM; Analytical CRM; Dot-Com CRM Red Herrings and Introducing CMR (and DCM); A Role for Marketing-Oriented CRM Technologies; Selecting Vendor Solutions; Defining CRM Processes; A Researched Approach to CRM; Conclusion; Glossary; Vendor Directory; About the Author; Index