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CRM in real time : empowering customer relationships /
Based on more than 20 years of experience, this all-inclusive guide shows how to successfully implement Customer Relationship Management (CRM), the largest global software application today in terms of revenue. Combining helpful tips and techniques with a unique blueprint, this study illuminates the...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Medford, N.J. :
Information Today,
©2008.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Cover; Copyright; Contents; Preface; Introduction; Chapter 1: A CRM Primer; Chapter 2: CRM: The Right Mix of People, Process, and Technology; Chapter 3: Understanding the People Component; Chapter 4: Executive Support: The Single-Most Important CRM Success Factor; Chapter 5: Securing Executive Alignment for Your CRM Initiative; Chapter 6: Executives Take Charge; Chapter 7: Tips for Improving User Adoption; Chapter 8: CRM Project Communications; Chapter 9: CRM Strategy Foundation; Chapter 10: Putting the "Customer" Back into CRM; Chapter 11: The Necessity of Training.
- Chapter 12: Ensuring Consistent Customer ServiceChapter 13: Realizing Effective Process Change; Chapter 14: Understanding Business Process Review; Chapter 15: Why Business Processes Must Precede Technology; Chapter 16: The Importance of Data Integrity; Chapter 17: CRM and the E-volution of Ebusiness; Chapter 18: CRM Business Application Trends; Chapter 19: The Technology Component; Chapter 20: Key CRM Technology Trends; Chapter 21: A Wireless World; Chapter 22: CRM Software Selection Tips; Chapter 23: Using People, Process, and Technology to Differentiate.
- Chapter 24: Ten Steps to Effective CRM ImplementationChapter 25: Creating a CRM Business Case; Chapter 26: Getting Your CRM Business Prioritization Right; Chapter 27: Outsourcing CRM; Chapter 28: Addressing CRM Security Risks; Chapter 29: Eight Key Implementation Issues; Chapter 30: CRM on a Global Basis; Chapter 31: CRM in Government; Chapter 32: The Evolving Real-Time Enterprise; Chapter 33: Ten Steps for Creating a Real-Time Enterprise; Chapter 34: The Future of CRM: Real Time; Chapter 35: Web 2.0 and the Digital Client; Appendix A: CRM Sales Process Example.
- Appendix A: CRM Sales Process ExampleAppendix B: Level 1 Process Flow Example; Appendix C: CRM System RFP Example; Appendix D: Top CRM Software Solutions; Appendix E: Sources to Assist in CRM Software Selection; Appendix F: Application Service Providers; Appendix G: Glossary of Terms; About the Author; Index.