The CRM Handbook

A Business Guide to Customer Relationship Management

Nonfiction, Computers, Database Management, Information Storage & Retrievel
Cover of the book The CRM Handbook by Jill Dyché, Pearson Education
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Author: Jill Dyché ISBN: 9780321629999
Publisher: Pearson Education Publication: August 9, 2001
Imprint: Addison-Wesley Professional Language: English
Author: Jill Dyché
ISBN: 9780321629999
Publisher: Pearson Education
Publication: August 9, 2001
Imprint: Addison-Wesley Professional
Language: English

To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management. It shows you:

  • 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

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To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management. It shows you:

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