Performance-driven CRM: How to Make Your Customer Relationship Management Vision a Reality - Hardcover

Brown, Stanley A.; Gulycz, Moosha

Hardcover

ISBN 10: 0470831618 ISBN 13: 9780470831618

Verlag: John Wiley & Sons Ltd, 2002

Inhaltsangabe

Book by Brown Stanley A Gulycz Moosha Brown Stanley

Über diesen Titel

Críticas:

"A...a practical guide through the CRM minefield for anyone committed to delivering improved relationshipsA..." (Marketing, 24 October 2002)

Reseña del editor:

How to tell if--and how much--CRM is working in your firm Enthusiastically adopted by many firms as the way of the future, Customer Relationship Management is now facing its toughest challenge yet: the company evaluation. Measuring what gains CRM has made for your company, if any, is sound business. And Performance--Driven CRM lets you determine how sound your investment in CRM has been, with practical tools for measuring and monitoring CRM initiatives and its impact on operations and the bottom line. Fully equipped with questionnaires, assessment tools, exercises, and action plans, the book also contains case studies and best practice examples from PricewaterhouseCoopersa s global CRM practice, including FedEx, NEC, and Sears. With tips on e--business applications, the book describes how to use Web tools in research and what to measure in an Internet environment. This is an ideal resource for measuring--and maximizing--the return on your firma s CRM investment.

Über diese Auflage

• Verlag: John Wiley & Sons Ltd
• Erscheinungsdatum: 2002
• ISBN 10: 0470831618
• ISBN 13: 9780470831618
• Einband: Tapa dura
• Anzahl der Seiten: 320