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Customer relationship management : the ultimate guide to the efficient use of CRM /

This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapt...

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Bibliographic Details
Corporate Authors: SpringerLink (Online service), SCN Education B.V
Format: eBook
Language:English
Published: Braunschweig/Wiesbaden : Vieweg, [2001]
Edition:1st ed.
Series:HOTT guide.
Subjects:
Customer relations > Management.
Betriebliches Informationssystem.
Kundenmanagement.
Electronic books.
Online Access:Connect to the full text of this electronic book
Table of Contents:
  • Does CRM really pay? A general management perspective / Simon Caufield
  • CRM Definitions
  • Defining relationship marketing and management / Professor Robert Shaw
  • Customer Relationship Management
  • An opportunity for competitive advantage? / Timothy McMahon
  • Build relationships with customers that competitors find difficult to break / Bryan Black
  • Implementing the Customer Relationship Management Foundation
  • Analytical CRM
  • e-Everything
  • Technology-Enabled Customer Relationship Management
  • The importance of marketing data intelligence in delivering successful CRM / Emma Chablo
  • Making every customer relationship count
  • Exploring the business drivers and technology enablers of customer relationship management / Bill Schmarzo
  • Smart CRM Solutions: The key to competing in the Net Economy
  • How to integrate CRM in your business
  • The CRM Lifecycle, Without CRM Analytics, your customers won't even know you're there
  • Closing the Loop to Optimize Customer Relationships / Henry Morris
  • Unified Customer Interaction
  • Implementing a CRM-based Campaign Management Strategy
  • Modeling customer relationships
  • A flexible, integrated architecture enables customer-centric marketing / David Puckey
  • Customer Relationship Management: Choosing the appropriate strategy and Data Warehousing technology to win and retain customers
  • High-Availability Networks Enable Business-to-Consumer E-Business
  • Extended Enterprise Applications. Spotlight Report
  • CRM in practice
  • Customer-Brand Value.