Customer Relationship Management (Briefcase Books Series) - Softcover

Kristin L. Anderson, .

Softcover

ISBN 10: 0071379541 ISBN 13: 9780071379540

Publisher: McGraw-Hill Education, 2001

Synopsis

This reader-friendly series is must read for all levels of managers

All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations.

As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.

About this title

About the Author

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

From the Back Cover

Tips and Tools for Creating--and Sustaining--Profitable, Long-Term Customer Relationships

In today's impersonal, arms-length marketplace, customer loyalty is rapidly becoming a thing of the past. Customer Relationship Management brings it back to the foreground, providing easy-to-apply solutions and strategies for establishing meaningful bonds with your customers and turning them into reliable, lifelong partners. This latest addition to McGraw-Hill's successful Briefcase Books series provides you with:

• Practical advice for choosing and implementing a CRM strategy
• A review of database tools for capturing--and managing--valuable customer information
• Proven techniques for translating an effective CRM strategy to the e-commerce environment

Even as markets change, effective customer relationship management remains a question of knowing your customers, understanding their wants and needs, and establishing long-term, mutually beneficial relationships. Let Customer Relationship Management supply you with easy-to-apply solutions to your everyday CRM questions, and show you how to design a CRM approach that is responsive, flexible, and personalized to each customer.

Briefcase Books, written specifically for today's busy manager, feature eye-catching icons, checklists, and sidebars to guide managers step-by-step through everyday workplace situations. Look for these innovative design features to help you navigate through each page:

• Clear, concise definitions of CRM terms and jargon
• Tips for being smart when managing difficult customer situations
• How-to hints of the pros for smooth, successful CRM efforts
• Practical advice to avoid mistakes when dealing with customers
• Warning signs for where things could go wrong
• Case studies of how others have achieved successful CRM
• Specific procedures for implementing CRM strategy

Edition details

• Publisher: McGraw-Hill Education
• Publication date: 2001
• Language: English
• ISBN 10: 0071379541
• ISBN 13: 9780071379540
• Binding: Paperback
• Number of pages: 176