Enterprise Relationship Management is basically a business strategy for value creation that is not based on cost containment, but rather on the leveraging of network-enabled processes and activities to transform the relationships between the organization and all its internal and external constituencies in order to maximize current and future opportunities.
This book is your ultimate resource for Enterprise Relationship Management (ERM). Here you will find the most up-to-date information, analysis, background and everything you need to know.
In easy to read chapters, with extensive references and links to get you to know all there is to know about Enterprise Relationship Management (ERM) right away, covering: Enterprise relationship management, Attitudinal analytics, Brand community, Business Augmentation Services, Catriona Campbell, ClickTale, COPC Inc., Customer Data Integration, Customer dynamics, Customer experience, Customer experience analytics, Customer experience systems, Customer experience transformation, Customer Feedback Management services, Customer insight, Customer Integrated System, Customer intelligence, Customer interaction management, Customer intimacy, Customer involvement management, Customer lifecycle management, Customer reference program, Customer relationship management, Customer service, Customer service training, Demand chain, Extended Relationship Management, Facing (retail), Foviance, Help desk, House call, Incentive program, Institute of Customer Service, Kampyle (Software), Lead scoring, Music on hold, National Asset Recovery Services, Outsourcing relationship management, Product support, Quality Assurance in Public Transport, Relationship Management Application (RMA), Sales process engineering, Saveology.com, Service guarantee, Service rate, Social CRM, Speech analytics, Customer support, SWIFTNet InterAct Realtime, SWIFTNet InterAct Store and Forward, Tealeaf, Technical support, The International Customer Service Institute, Touchpoint, Usability Sciences, 24SevenOffice, Abacus (GDS), Access Commerce, Account aggregation, ACT!, Association Management System, BigMachines, CGram Software, CiviCRM, Clear Enterprise, Comparison of CRM systems, Comparison of marketing workflow automation software, Constant Contact, Dolibarr, Ebase, ECRM, EngageIP, Entellium, EpesiBIM, Field Force Automation, FonGenie, Foundation network, FrontAccounting, Fuzzies, GoldMine, IKnowWare, InContact, Intelestream, Kayako, Lynkos, Maximizer Software, Microsoft Dynamics CRM, MSSolve, NGenera CIM, OpenMFG, Oracle CRM, Oracle E-Business Suite, Paretoplatform.com, Pegasystems, Pivotal, Pivotal CRM, Quosal, Quotewerks, Really Simple Systems, Salesforce.com, SalesLogix, SalesPage, SAP Business One, SAP CRM, Selltis, SugarCRM, TaskHub, TeleMagic, Tessitura (software), WebCRM, Workbooks.com
This book explains in-depth the real drivers and workings of Enterprise Relationship Management (ERM). It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of Enterprise Relationship Management (ERM) with the objectivity of experienced professionals.