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From the Publisher"This book is not an academic exercise in the concept of CRM,rather, it is a hands on, 'live' account of how to apply CRM toincrease revenues. It highlights the need for development,segmentation and differentiation of channels, products andcommunication, ...capabilities required to create a sustainable,profitable and invincible customer relationship."
— Gunnar Brock, President and CEO, Tetra PakInternational
"Customer Relationship Management provides acustomer-focused business strategy designed to optimizeprofitability, revenue, and customer satisfaction across allinteraction channels. It highlights why a web strategy must now beadditive to the existing CRM strategy to create a 'longitudinalview' of the organization that is more engaging to the customer andresults in a more satisfying relationship."
— Michael Maoz, Research Director, CRM Practice, SalesLeadership Strategies, GartnerGroup
"This book is must reading for companies that want to be morecompetitive. It provides businesses with thought-provokingsolutions to consider in their quest for superior results."
— J.A. Sinex, III, Manager, Customer Care ServicesCenter, Global Services Business, DuPont Company
"Customer Relationship Management provides a structurefor those wanting to create optimal relationships with theirstrategic customers. It provides an important e-businessperspective and a practitioner's guide to lessons learned."
— Larry Flynn, Vice President Merchandising, LCBO
"Customer Relationship Management provides the readerwith an impressive array of specific examples and best practicesthat illustrate a step-by-step approach to customer care. Itprovides practical advice and guidance to move an organizationalong the CRM journey."
— Steve Hoisington, Vice President Quality, JohnsonControls, Inc.