Janice Reynolds

A Practical Guide to Crm

Building More Profitable Customer Relationships

• Broschiertes Buch

Produktbeschreibung

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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Produktdetails

• Verlag: CMP Books / McGraw-Hill Professional
• Artikelnr. des Verlages: K16181
• Seitenzahl: 304
• Erscheinungstermin: 5. Februar 2002
• Englisch
• Abmessung: 228mm x 154mm x 19mm
• Gewicht: 488g
• ISBN-13: 9781578201020
• ISBN-10: 1578201020
• Artikelnr.: 10437828

Autorenporträt

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.

Inhaltsangabe

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