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A Practical Guide to CRM: Building More Profitable Customer Relationships de Janice Reynolds

A Practical Guide to CRM: Building More Profitable Customer Relationships

Autor Janice Reynolds
en Limba Engleză Paperback – 5 feb 2002
In the 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. This book explores how to use CRM to integrate various channels and media of customer contact from the Internet through field sales into one system.
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Specificații

ISBN-13: 9781578201020
ISBN-10: 1578201020
Pagini: 304
Dimensiuni: 152 x 229 x 19 mm
Greutate: 0.56 kg
Ediția:1
Editura: CRC Press
Colecția CRC Press

Public țintă

Academic and Professional Practice & Development

Notă biografică

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.

Cuprins

Preface, Section I: Determining the Need for CRM Chapter 1: What is CRM? Chapter 2: The Evaluation Process Chapter 3: Preparing a Business Case Section II: The Strategy Process Chapter 4: Creating the CRM Strategy Chapter 5: A Program of Projects Chapter 6: The People Factor Chapter 7: Increasing Customer Loyalty Chapter 8: Know Thy Customer Section III: Technology Chapter 9: The Many Flavors of CRM - An Overview Chapter 10: Marketing Chapter 11: Sales Chapter 12: The Call Center Evolution Chapter 13: The Importance of Data Chapter 14: Hosted Solutions Chapter 15: Partnering for Success Chapter 16: The Vendor Selection Process Chapter 17: Implementation and Deployment

Descriere

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