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The CRM Handbook A Business Guide to Customer Relationship management Dyche, Jill

By: Material type: TextTextPublication details: Pearson Education New Delhi 2007Description: 331ISBN:
  • 81-7758-762-5
Subject(s): DDC classification:
  • 658.812 DYC
Contents:
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
Summary: 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.
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Holdings
Item type Current library Call number Status Notes Date due Barcode Item holds
Book Book Library Annexe 658.812/DYC/11125376 (Browse shelf(Opens below)) Available Customer Relationship Management 11125376
Book Book Library Annexe 658.812/DYC/11125377 (Browse shelf(Opens below)) Available Customer Relationship Management 11125377
Book Book Library Annexe 658.812/DYC/11125378 (Browse shelf(Opens below)) Available Customer Relationship Management 11125378
Book Book Library Annexe 658.812/DYC/27869 (Browse shelf(Opens below)) Available Customer Relationship Management 11127869
Total holds: 0
Browsing Library Annexe shelves Close shelf browser (Hides shelf browser)
658.812/DYC/11125376 The CRM Handbook 658.812/DYC/11125377 The CRM Handbook 658.812/DYC/11125378 The CRM Handbook 658.812/DYC/27869 The CRM Handbook 658.812/FOR/11126175 Exceptional Customer Service 658.812/GAR/2821 CUSTOMER RELATIONSHIP MANAGEMENT: 658.812/Gar/28510 CRM In Financial Services

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.

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