The Crm Handbook

Author: Jill Dyché
Publisher: Addison-Wesley Professional
ISBN: 9780201730623
Size: 59.62 MB
Format: PDF, Kindle
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CRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a manager's guide to making the most of CRM techniques for enhancing customer service, sales force effectiveness and marketing strategy.

The Crm Handbook

Author: Jill Dyché
Publisher: Addison-Wesley Professional
ISBN: 9780321629999
Size: 67.25 MB
Format: PDF, ePub, Mobi
View: 4967
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To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management. It shows you: 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 “

Handbook Of Crm

Author: Adrian Payne
Publisher: Routledge
ISBN: 1136400176
Size: 46.37 MB
Format: PDF
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Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.

The Handbook Of Key Customer Relationship Management

Author: Ken Burnett
Publisher: Financial Times Management
ISBN: 9780273650317
Size: 36.11 MB
Format: PDF, Kindle
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The value of knowledge -- in particular customer relationship knowledge -- is only just being appreciated. The dot.com revolution is spearheaded by companies whose worth is measured not by profits but by the extent of their customer databases and their ability to mine that information. Companies will spend more that 5 billion pounds on new CRM applications by 2002. 55% of companies plan to review Sales and Marketing systems within 12 months; 33% will purchase new, 22% will upgrade. But software is only about 25% of the cost. The real cost (and risk) is in implementation, and particularly with your key customers; Ken Burnett's book focuses on getting your KCRM implementation right. Implement your KCRM strategy now."Knowledge, it is said, is power. Through this book Ken Burnett empowers readers to gain an insight into 'know-what' and 'know-how' aspects of customer knowledge management. If your business is on a 'bleeding edge' then this book will transform it into a 'leading edge'."--Sultan Kermally, Author of "When Economics Means Business," and an Associate Lecturer in Knowledge Management, Open University Business School"Throughout the book, the author demonstrates his extensive experience and mastery of this important subject. This book will be invaluable to the practitioner manager as well as students of marketing or business strategy."--Peter Woolliams, Ph.D. Professor of International Business, Anglia Business School"Ken Burnett writes with the easy style and grace of a business man who has been there and done that ... and is gracious enough to let us in on the secret."--Ron Springer, Vice-President Sales (Americas), Arca Xytec Systems Inc.

Customer Data Integration

Author: Jill Dyché
Publisher: John Wiley & Sons
ISBN: 1118046471
Size: 41.56 MB
Format: PDF, ePub
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"Customers are the heart of any business. But we can't succeed if we develop only one talk addressed to the 'average customer.' Instead we must know each customer and build our individual engagements with that knowledge. If Customer Relationship Management (CRM) is going to work, it calls for skills in Customer Data Integration (CDI). This is the best book that I have seen on the subject. Jill Dyché is to be complimented for her thoroughness in interviewing executives and presenting CDI." -Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing Kellogg School of Management, Northwestern University "In this world of killer competition, hanging on to existing customers is critical to survival. Jill Dyché's new book makes that job a lot easier than it has been." -Jack Trout, author, Differentiate or Die "Jill and Evan have not only written the definitive work on Customer Data Integration, they've made the business case for it. This book offers sound advice to business people in search of innovative ways to bring data together about customers-their most important asset-while at the same time giving IT some practical tips for implementing CDI and MDM the right way." -Wayne Eckerson, The Data Warehousing Institute author of Performance Dashboards: Measuring, Monitoring, and Managing Your Business Whatever business you're in, you're ultimately in the customer business. No matter what your product, customers pay the bills. But the strategic importance of customer relationships hasn't brought companies much closer to a single, authoritative view of their customers. Written from both business and technicalperspectives, Customer Data Integration shows companies how to deliver an accurate, holistic, and long-term understanding of their customers through CDI.

Customer Relationship Management Systems Handbook

Author: Duane E. Sharp
Publisher: CRC Press
ISBN: 9781420000153
Size: 37.17 MB
Format: PDF, Docs
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The concept of customer relationship management (CRM) has grown from the loosely defined methodology of using customer transactions for developing profiles on customers to the well-defined business process of using sophisticated tools and analytical processes for managing each customer on an individual basis. CRM integrates e-mail and the PDA with the day planner, electronic scheduler, client database, and a number of other business management tools so you can create a single point from which to manage customer relationships. The Customer Relationship Management Systems Handbook provides a complete and detailed analysis of CRM, its origins, rationale, implementation strategies, core technologies, and benefits. The author takes readers through the evolution of CRM- from its early beginning as a tool for better managing and utilizing vast amounts of customer transaction data acquired in day-to-day transactions to today's sophisticated data warehouse-based systems. The text was researched, formatted, and written for IS professionals who need a full understanding of what is involved in the successful development and implementation of a CRM. To highlight the significant benefits of implementing CRM strategies, the book provides examples of successful CRM implementations from a broad range of business sectors. These implementations, presented in a case study format, demonstrate implementation processes, appropriate technologies, and vendor solutions that work. Wherever possible, illustrations are used to enhance the textual presentation. The complete analysis of CRM provided in the Customer Relationship Management Systems Handbook will enable you to accomplish what many businesses fail to do-put the customer first.

Customer Relationship Management

Author: V. Kumar
Publisher: Springer Science & Business Media
ISBN: 3642201091
Size: 18.63 MB
Format: PDF, Mobi
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Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM.

Do You Crm Me

Author: Omer Lizotte
Publisher: Createspace Independent Publishing Platform
ISBN: 9781545079102
Size: 33.53 MB
Format: PDF, Mobi
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Modern technology has led to wondrous advancements in business and marketing. Now, all the data you could possibly need are at your fingertips. You may have the statistics, but how do you decipher them? In his new CRM analytics guide, Omer Lizotte shows you that you don't have to be a mathematical genius to understand what the numbers are telling you about your marketing and customer-service stratagems. Lizotte understands how difficult it can be to turn theory into practice when it comes to CRM. There are, for example, so many different systems and metrics to track. It can be overwhelming-but no longer. Lizotte includes chapters on setting up a data mart; using ten key performance metrics to track your business's retention rate, customer lifetime value, customer satisfaction, and other important elements; understanding predictive modeling and different types of analysis; and translating your analysis into strategy. Lizotte makes the information interesting and engaging by using real-world case studies to show you the many practical applications of his work. Analytics isn't theory-it's fact. Make the most of the facts you have with Do You CRM Me?

Crm Fundamentals

Author: Scott Kostojohn
Publisher: Apress
ISBN: 143023590X
Size: 56.22 MB
Format: PDF, Mobi
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CRM Fundamentals is a critical and comprehensive resource for executives and project leaders tasked with managing customer relationship management (CRM) initiatives. It provides an introduction to CRM and how it delivers value to organizations, and describes the process to build and execute a CRM roadmap successfully—including identifying goals, lining up the right people, planning projects, choosing software packages and consultants, managing the initial CRM implementation, and maintaining and evolving the program over time. Written by senior CRM consultants, CRM Fundamentals includes plenty of detailed, useful advice to help you get the most value from your CRM investments and to avoid common pitfalls associated with CRM. What you’ll learn The real issues surrounding implementation of CRM Processes, procedures and planning to make it work and on time An agile approach to creating a working CRM system Software and hardware suggestions for all levels of CRM implementation Based on years of implementing CRM systems, the authors know the keys to success, the issues that can create problems and the steps needed to ensure the success of the project. Who this book is for This book is perfect for executives interested in launching a new CRM program or managing and evolving an existing one. CRM Fundamentals will also benefit project managers leading CRM system selection or implementation projects. Table of Contents Introduction Components of CRM Success Building a CRM Roadmap Evaluating Software and Consultants Planning the Initial CRM Implementation Executing the Initial CRM Implementation Maintaining and Evolving CRM