Melinda Nykamp, "The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM"
English | 2001 | ISBN: 081440622X | PDF | pages: 221 | 3.7 mb
Customer Relationship Management (CRM) is the buzz of the business world. Broader than the age-old principle that "the customer is always right," CRM targets profitable ways to act on that premise, at all times, across all channels and functions-keeping the customer coming back for more.
Now, THE CUSTOMER DIFFERENTIAL provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the step-by-step guidelines-complemented by illuminating case studies-on how to put into practice this powerful new directive, including how to:
* Implement a four-step planning process to ensure a successful CRM initiative * Refocus the business and organize the entire company around CRM * Support CRM using metrics and analytics, as well as systems and technology * Transform customer interactions in every department, and at every customer touchpoint
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