Customer Relationship Management

"Customer Relationship Management" by Kristin L. Anderson, Carol J. Kerr

The Briefcase Book Series

McGraw-Hill
2002
ISBN: 0071379541
177 pages
PDF
3 Mb



Customer Relationship Management provides easy-to-apply solutions and strategies for establishing meaningful bonds with your customers and turning them into reliable, lifelong partners.

This book supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.



Table of Contents

Preface

1. Customer Relationship Management Is Not an Option

2. The Customer Service/Sales Profile

3. Managing Your Customer Service/Sales Profile

4. Choosing Your CRM Strategy

5. Managing and Sharing Customer Data

6. Tools for Capturing Customer Information

7. Service-Level Agreements

8. E-Commerce: Customer Relationships on the Internet

9. Managing Relationships Through Conflict

10. Fighting Complacency: The “Seven-Year Itch” in Customer Relationships

11. Resetting Your CRM Strategy

Index

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Posted in: Economics,Management,MBA