Why Crm Doesn't Work: How to Win by Letting Customers Manage the Relationship - Hardcover

Newell, Frederick

Hardcover

ISBN 10: 1576601323 ISBN 13: 9781576601327

Verlag: Bloomberg Press, 2003

Inhaltsangabe

There are at least eighty books available on customer relationship management (CRM), including three by Frederick Newell. Why does the world need one more? Because the old theories don't work anymore! Companies have spent millions developing CRM systems to target specific customers for specific product offerings. This approach has left customers feeling stalked and targeted like hunted prey. How do companies reach customers and find out what they want? How can companies make their customers' lives easier and less stressful? By turning CRM on its head and transitioning to the new CMR. Newell explains how great companies have shifted from the outdated, sales-oriented Customer Relationship Management to the bold solution of Customer Management of Relationships (CMR). Because it forces companies to think of customers as individuals, CMR helps to build long-term relationships, create customer loyalty, and bring in profits over time instead of speedy, high-pressure, one-time sales. This book shows by lesson and example why the current CRM has failed, what needs to change, and how to make it work through new thinking and new technology. By moving beyond CRM to CMR, companies can satisfy and sell to today's customer.

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Über die Autorin bzw. den Autor

Frederick Newell, a leading international marketing consultant and CEO of Seklemian/Newell, has helped giant multinationals as well as small businesses around the world develop and manage customer relationship strategies to strengthen customer loyalty and increase profitability. Newell is the author of loyalty.com, Wireless Rules, and The New Rules of Marketing. He can be reached at frednote@aol.com.

Details zur Ausgabe

• Verlag: Bloomberg Press
• Erscheinungsdatum: 2003
• Sprache: Englisch
• ISBN 10: 1576601323
• ISBN 13: 9781576601327
• Einband: Gebundene Ausgabe
• Auflage: 1
• Anzahl der Seiten: 263
• Kontakt zum Hersteller: Nicht verfügbar
• Verantwortliche Person: Nicht verfügbar