The CRM Handbook
Dyche, Jill
The CRM Handbook A Business Guide to Customer Relationship management Dyche, Jill - New Delhi Pearson Education 2007 - 331
Table of Content
Part I: Defining CRM
Hello, Goodbye: The New Spin on Customer Loyalty
CRM in Marketing
CRM and Customer Service
Sales Force Automation
CRM in E-Business
Analytical CRM
Part II: Delivering CRM
Planning Your CRM Program
Choosing Your CRM Tool
Managing Your CRM Project
CRM techniques for enhancing customer service, sales force effectiveness, and marketing strategy.
Expert guidance on staffing CRM projects and choosing CRM vendors. Salient Features
The various roles CRM plays in business, and why it’s more important than ever
The range of CRM applications and uses, from sales force automation to campaign management to e-CRM and beyond
The context of some of the popular CRM buzzwords
The differences between CRM and business intelligence, and why they’re symbiotic
Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic
Case studies of visionary companies who’ve done CRM the right way
Includes "Checklist for Success" best practices for the entire project lifecycle.
81-7758-762-5
Costomer Relationship Management`
658.812 / DYC
The CRM Handbook A Business Guide to Customer Relationship management Dyche, Jill - New Delhi Pearson Education 2007 - 331
Table of Content
Part I: Defining CRM
Hello, Goodbye: The New Spin on Customer Loyalty
CRM in Marketing
CRM and Customer Service
Sales Force Automation
CRM in E-Business
Analytical CRM
Part II: Delivering CRM
Planning Your CRM Program
Choosing Your CRM Tool
Managing Your CRM Project
CRM techniques for enhancing customer service, sales force effectiveness, and marketing strategy.
Expert guidance on staffing CRM projects and choosing CRM vendors. Salient Features
The various roles CRM plays in business, and why it’s more important than ever
The range of CRM applications and uses, from sales force automation to campaign management to e-CRM and beyond
The context of some of the popular CRM buzzwords
The differences between CRM and business intelligence, and why they’re symbiotic
Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic
Case studies of visionary companies who’ve done CRM the right way
Includes "Checklist for Success" best practices for the entire project lifecycle.
81-7758-762-5
Costomer Relationship Management`
658.812 / DYC