Essentials of CRM: A Guide to Customer Relationship Management / Edition 1

Essentials of CRM: A Guide to Customer Relationship Management / Edition 1

by Bryan Bergeron
     
 

ISBN-10: 0471206032

ISBN-13: 9780471206033

Pub. Date: 02/07/2002

Publisher: Wiley

ESSENTIALS OF CRM

Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM.

"Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the

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Overview

ESSENTIALS OF CRM

Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM.

"Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand."
—Michael Cusack, author of Online Customer Care: Strategies for Call Center Excellence

"Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and actionable grounding in CRM for organizational leadership."
—John Glaser, PhD, Vice President and CIO, Partners Healthcare System

The Wiley Essentials Series-because the business world is always changing...and so should you.

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Product Details

ISBN-13:
9780471206033
Publisher:
Wiley
Publication date:
02/07/2002
Series:
Essentials Series, #1
Pages:
220
Product dimensions:
9.21(w) x 6.14(h) x 0.51(d)

Table of Contents

Overview.

The Customer.

The Corporation.

Technology.

eCRM.

Evaluating Solutions.

Economics of CRM.

Getting There.

Further Reading.

Glossary.

Index.

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