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Customer Relationship Management: The Bottom Line to Optimizing Your ROI, 2/e

Customer Relationship Management:  The Bottom Line to Optimizing Your ROI,  2/e

Author(s):
  • Dr. Jon Anton
  • Dr. Shalini Kalia
  • Natalie L. Petouhoff
  • Author: Dr. Jon Anton
    • ISBN:9788131791530
    • 10 Digit ISBN:813179153X
    • Price:Rs. 116.00
    • Pages:280
    • Imprint:Pearson Education
    • Binding:Paperback
    • Status:Available


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    Customer Relationship Management presents methods and tools on how to strengthen relationships with customers through effective communication. The interesting quotes knitted well with the text engage the readers and enhance the learning experience. The small cases provide a practical angle to the understanding of situations and on improving customer service and managing change. The graphical and pictorial representation of material significantly add to readers' understanding of the changing the corporate culture and the way people work.

    Table of Content

    I. OPERATIONAL CRM—ACCESSIBILITY.
    1. Thinking Outside the CRM Box.
    2. Start with the People.
    3. The Secret to Risk Management of CRM: People.
    4. The CRM Successful People Process™ (CRM SPP™): The Key to Opening Up Employees to Change.
    5. Teams and Their Impact on CRM Implementations.

     

    II. ANALYTICAL CRM—MEASURING PEOPLE, PROCESS, AND TECHNOLOGY.
    6. Why Should You Measure Customer Service?
    7. Customer Lifetime Value Calculations.
    8. Benchmarking Your CRM Center.
    9. Measuring People Who Provide Service.
    10. The ROI of Training That Impacts the Bottom Line.
    11. Using Technology the Smart Way: ROI of Improved Customer Service by an Airline.
    12. Measuring Process: Promises, Promises—Service Level Let Downs vs. SP3M™.
    13. Technology That Optimizes CRM.
     

    Salient Features