The CRM Handbook : a Business Guide to Customer Relationship Management /

Praise for The CRM Handbook "Want to avoid being one of the estimated 70 percent of companies who have tried implementing standalone CRM systems and failed? Confused by what your IT suppliers are telling you about 'CRM'? Then you need to read this book! Jill provides acomprehensive, p...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Dyché, Jill (Autor)
Autor Corporativo: O'Reilly for Higher Education (Firm)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Addison-Wesley Professional, 2001.
Edición:1st edition.
Colección:Information Technology Ser.
Temas:
Microsoft CRM.
Customer relations > Management > Computer programs.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Intro
  • Title Page
  • Copyright Page
  • Contents
  • Acknowledgments
  • About the Author
  • Introduction
  • Part I: Defining CRM
  • Chapter 1. Hello, Goodbye: The New Spin on Customer Loyalty
  • Chapter 2. CRM in Marketing
  • Chapter 3. CRM and Customer Service
  • Chapter 4. Sales Force Automation
  • Chapter 5. CRM in e-Business
  • Chapter 6. Analytical CRM
  • Part II: Delivering CRM
  • Chapter 7. Planning Your CRM Program
  • Chapter 8. Choosing Your CRM Tool
  • Chapter 9. Managing Your CRM Project
  • Chapter 10. Your CRM Future
  • Further Reading
  • Glossary
  • Index

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