A Practical Guide to CRM: Building More Profitable Customer Relationships / Edition 1

by Janice Reynolds

Overview

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

Product Details

ISBN-13:	9781578201020
Publisher:	Taylor & Francis
Publication date:	02/05/2002
Edition description:	New Edition
Pages:	304
Product dimensions:	6.00(w) x 9.00(h) x (d)

About the Author

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.

Table of Contents

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