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Higher Education Business and Economics Marketing

The CRM Handbook, 1/e

by

Jill Dyche

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INR 575.00

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INR 512.00

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For Sale in India & SAARC countries
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To compete in todays competitive marketplace, customer focus is no longer simply nice to haveÂ—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.


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

Contents

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

Website Review

"Review By Don Peppers"

"Jill Dychés The CRM Handbook is a good read for CRM novices and seasoned practitioners alike. Dychés well-written, pragmatic approach to understanding CRMs evolution and purpose is a map to a successful CRM program. Dyché uncovers the truth behind the CRM software vendor hype, highlights some common roadblocks to CRM project development, and describes how to delineate and prioritize CRM initiatives".

Book Details