Description
PEARSON INDIA Crm Handbook 1St Edition 2012 by Jill Dyche
To compete in todayscompetitive marketplace, customer focus is no longer simply nice tohave??its a fundamental mandate. This book is a managers bestfriend, providing both a primer and a how-to guide to defining andimplementing Customer Relationship Management.
For Sale in Indiansubcontinent only
The various roles CRM plays in business, and why its 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 theyre symbiotic
Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic
Case studies of visionary companies whove done CRM the right way
Part I: Defining CRM
Hello, Goodbye: The New Spin on Customer Loyalty
CRM in Marketing
CRM and Customer Service
Sales Force Automation
CRM in E-Business
Analytical CRM
Part II: Delivering CRM
Planning Your CRM Program
Choosing Your CRM Tool
Managing Your CRM Project
Jill Dyche is a vice president with Baseline ConsultingGroup, a firm specializing in the implementation and analysis ofcustomer databases. As vice president of Baselines managementconsulting practice, Jill leads teams through front-and back-endreviews of strategic technology initiatives, including datawarehousing, database marketing, and CRM planning andimplementation. She is a frequent conference speaker and hasauthored numerous articles for leading industry magazines andtechnology journals. Her book e-Data (Addison-Wesley, 2000) hasbeen published in four languages.