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Customer Relationship Management : A Strategic Imperative in the World of E-Business by Pricewaterhouse Cooper Staff (2000, Hardcover)

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Product Information

Maximize customer satisfaction and maximize your bottom line Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more.

Product Identifiers

Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0471644099
ISBN-13
9780471644095
eBay Product ID (ePID)
875572

Product Key Features

Book Title
Customer Relationship Management : a Strategic Imperative in the World of E-Business
Author
Pricewaterhouse Cooper Staff
Format
Hardcover
Language
English
Topic
Customer Relations, General, E-Commerce / General (See Also Computers / Electronic Commerce)
Publication Year
2000
Genre
Business & Economics
Number of Pages
356 Pages

Dimensions

Item Length
9.3in
Item Height
1.2in
Item Width
6.4in
Item Weight
22.9 Oz

Additional Product Features

Lc Classification Number
Hf5415.5.C836 2000
Reviews
"This book is not an academic exercise in the concept of CRM, rather, it is a hands on, 'live' account of how to apply CRM to increase revenues. It highlights the need for development, segmentation and differentiation of channels, products and communication, ...capabilities required to create a sustainable, profitable and invincible customer relationship." -- Gunnar Brock, President and CEO, Tetra Pak International " Customer Relationship Management provides a customer-focused business strategy designed to optimize profitability, revenue, and customer satisfaction across all interaction channels. It highlights why a web strategy must now be additive to the existing CRM strategy to create a 'longitudinal view' of the organization that is more engaging to the customer and results in a more satisfying relationship." -- Michael Maoz, Research Director, CRM Practice, Sales Leadership Strategies, GartnerGroup "This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results." -- J.A. Sinex, III, Manager, Customer Care Services Center, Global Services Business, DuPont Company " Customer Relationship Management provides a structure for those wanting to create optimal relationships with their strategic customers. It provides an important e-business perspective and a practitioner's guide to lessons learned." -- Larry Flynn, Vice President Merchandising, LCBO " Customer Relationship Management provides the reader with an impressive array of specific examples and best practices that illustrate a step-by-step approach to customer care. It provides practical advice and guidance to move an organization along the CRM journey." -- Steve Hoisington, Vice President Quality, Johnson Controls, Inc.
Table of Content
FIRST PRINCIPLES IN CRM: OVERVIEW. Putting CRM to Work: The Rise of the Relationship. The Need for a Market-Intelligent Enterprise (MIE) (SM). A Case Study on CRM and Mass Customization: Capital One. STEP ONE: BUILDING AND IMPLEMENTING THE CUSTOMER STRATEGY: OVERVIEW. Creating Loyalty: Its Strategic Importance in Your Customer Strategy. From Customer Loyalty to Customer Dependency: A Case for Strategic Customer Care. Customer Acquisition and CRM: A Financial Services Perspective. STEP TWO: THE NEED FOR EFFECTIVE CHANNEL AND PRODUCT STRATEGIES: OVERVIEW. Customer Relationship Management through New Product Development. Channel Management and Customer Relationship Management. Embracing the e-Channel. e-Channel Management: Electronic-Customer Relationship Management. The Customer-Centric Organization in the Automotive Industry-Focus for the 21st Century. STEP THREE: THE INFRASTRUCTURE STRATEGY: OVERVIEW. The Tools for CRM: The Three Ws of Technology. Using the Tools: Database Marketing, Data Warehousing and Data Mining. CRM in the Telecommunication Industry: A Case Study of Swisscom. ENABLING THE CRM STRATEGY: OVERVIEW. Implementing CRM: 20 Steps to Success. Using Catalytic Measures to Improve CRM. Best Practices in Outsourcing CRM and Lessons Learned. Learning and Knowledge Management Programs in the Age of CRM. Implementing CRM: The Need for Performance Alignment. Conclusion. Appendix.
Copyright Date
1999
Lccn
00-709499
Dewey Decimal
658.8/12
Intended Audience
Trade
Dewey Edition
21
Illustrated
Yes

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Customer Relationship Management : A Strategic Imperative in the World of E-Business by Pricewaterhouse Cooper Staff (2000, Hardcover)

About this product

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All listings for this product

item 1 Customer Relationship Management : A Strategic Imperative in the

item 2 Customer Relationship Management: A Strategic Imperative in the World of...

item 3 Customer Relationship Management: A Strategic Imperative in the Worl... Hardback

item 4 Customer Relationship Management : A Strategic Imperative in the World of...

item 5 Customer Relationship Management: A Strategic Imperative in the

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