Rights Contact Login For More Details
- Wiley
More About This Title Customer Relationship Management:A Strategic Imperative in The World of E-Business
English
He is a frequent speaker on the topic of customer care, and writes regularly for newsletters and magazine around the globe. He is the author of five previous books: Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability (Wiley, 1999), Breakthrough Customer Service: Best Practices of Leaders in Customer Support (Wiley, 1997), What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers (Wiley, 1995), Total Quality Service, and Creating the Service Culture.
English
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.
English
— 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.
