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The CRM Handbook

The CRM Handbook

Author(s):
  • Jill Dyche
    • Author: Jill Dyche
    • ISBN:9788177587623
    • Price: Rs. 465.00
    • Pages:328
    • Imprint:Pearson Education
    • Binding:Paperback
    • Status:Available


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    To compete in todays competitive marketplace, customer focus is no longer simply nice to have—its a fundamental mandate. This book is a managers best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management.

    Table of Content

    Part I: Defining CRM
    1. Hello, Goodbye: The New Spin on Customer Loyalty
    2. CRM in Marketing
    3. CRM and Customer Service
    4. Sales Force Automation
    5. CRM in E-Business
    6. Analytical CRM
    Part II: Delivering CRM
    1. Planning Your CRM Program
    2. Choosing Your CRM Tool
    3. Managing Your CRM Project

    Salient Features

    • The various roles CRM plays in business, and why it’s more important than ever
    • The range of CRM applications and uses, from sales force automation to campaign management to e-CRM and beyond
    • The context of some of the popular CRM buzzwords
    • The differences between CRM and business intelligence, and why they’re symbiotic
    • Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic
    • Case studies of visionary companies who’ve done CRM the right way