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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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Dyché, Jill (Author)
Corporate Author: O'Reilly for Higher Education (Firm)
Format: Electronic eBook
Language:Inglés
Published: Addison-Wesley Professional, 2001.
Edition:1st edition.
Series:Information Technology Ser.
Subjects:
Microsoft CRM.
Customer relations > Management > Computer programs.
Online Access:Texto completo (Requiere registro previo con correo institucional)
Table of Contents:
  • 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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