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Crm At The Speed Of Light: Essential Customer Strategies For The 21St Century

Crm At The Speed Of Light: Essential Customer Strategies For The 21St Century

          
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About the Book

CRM is not just a technology it is an entire range of policies, services, and practices, as well as software. Similarly, an entire range of companies are involved, all of them offering different packages and approaches. This book offers various tools that are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.

Table of Contents:
Part I: The Overview Chapter 1: Is CRM Ashley Judd? Chapter 2: Whole-Brained CRM: The Real Metaphor Chapter 3: Data-Driven CRM vs. Process-Driven CRM Part II: The Modules Chapter 4: Sales Force Automation: Power to the (Sales) People Chapter 5: Enterprise Marketing Management: Finally Getting the Message Chapter 6: CCRM = PRM: Not Just a Name Change Chapter 7: Call Center, CIC, Potato, Po-tah-to: Customer Service Can Be Good Whatever You Call It . Chapter 8: Field Service: Not Just Your Maytag Repairman Anymore Chapter 9: Analytics: I Never Saw a Purple Cow, but if I Did, It Would Be a Demographic Part III: The Markets Chapter 10: Going Deep: Verticalizing CRM Chapter 11: Of the People, by the People, for the People : CRM in the Public Sector Chapter 12: CRM and the SMB: Small Is Beautiful Part IV: The Modules Chapter 13: Web Architecture for Enterprise Applications: Why Learn THAT? Chapter 14: Data Mining, Dataware house, Data (Just Not Star Trek s) Chapter 15: Supply Chain + Demand Chain = A Big Enterprise Value Chain, Gang Chapter 16: The ASP Model: Sexy, but Utilitarian Part V: The Kernel Chapter 17: CRM Strategy: First in Plan, First in Implementation, First in the Heart of the Customer Chapter 18: Business Processes Are Gender Neutral, Aren’t They? Chapter 19: Culture Change, not Diaper Change: Managing a Dramatic Transformation Chapter 20: Dancing to the Music: Implementing CRM Chapter 21: Communications and Learning Management Does Not Equal Knowledge Dump Chapter 22: ROI and Metrics: Numbers Never Felt So Good Part VI: The Ranks Chapter 23: Playing with the Big Boys: The Sandbox Survivors Chapter 24: The Best of the Rest Chapter 25: The ASP Is More than Cleopatra s Death Warrant Part VII: Back to the Future Chapter 26: Peering at the Future Through Glasses: Bye-Bye CRM, Sort Of Appendix: Customer Lifetime Value Primer Afterword


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Product Details
  • ISBN-13: 9780070590571
  • Publisher: Tata Mgraw Hill
  • Publisher Imprint: Tata Mgraw Hill
  • Edition: 3
  • No of Pages: 704
  • ISBN-10: 0070590575
  • Publisher Date: 2004
  • Binding: Hardcover
  • Language: English

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