A Practical Guide to CRM: Building More Profitable Customer Relationships

Overview

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

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Overview

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

Read More Show Less

Product Details

  • ISBN-13: 9781578201020
  • Publisher: CRC Press
  • Publication date: 2/5/2002
  • Edition description: New Edition
  • Pages: 250
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.68 (d)

Meet the Author

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.

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Sort by: Showing 1 Customer Reviews
  • Anonymous

    Posted May 17, 2002

    The Author Really Knows CRM

    A good book for anyone interested in customer relationship management. The author not only has a good understanding of the strategy, processes and technologies need to successfully implement CRM but also lays out the information logically. The book discusses not only what the term CRM actually covers, but how to present a business case so the top executives can understand the company's need for CRM. The explanation of the 'people process' is invaluable ¿ something I've found lacking in other books on CRM. The way the author discusses the need for Project and Program Management is invaluable for anyone considering a CRM project. But, perhaps, the most useful part of the book is where the author provides concise useful information on specific CRM perspectives ¿ marketing, sales, call centers ¿ and discusses the necessity for data management. Since I work for a small company, I found her chapter on outsourcing CRM invaluable. If you're considering CRM within your company, this book is a must read.

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