Customer Relationship Management: The Ultimate Guide to the Efficient Use of CRM (XHOTT Guide) - Softcover

Education, SCN

Softcover

ISBN 10: 3322849635 ISBN 13: 9783322849632

Publisher: Vieweg+Teubner Verlag, 2012

Synopsis

The rules change when the tools change Generating traffic to a website and catching the interest of the visitor, in order to make him buy a product or a service, is within everyone's reach today. Intensive research, try­ outs and the learning experience of E-Commerce pioneers have helped to uncover the marketing & sales possibilities of the Internet. But now that we have customers visiting our site, how do we keep them coming back? How to get a clear profile of each customer, so we can give him (or her!) the service he's looking for? And offer him other products he could also be interested in? To achieve this, companies are increasingly turning to Customer Relationship Management: the concentration of sales, marketing and service forces by integrating all dataflows into one data warehouse, thus blending internal processes with technology. The right way to market, sell and service customers requires a different CRM strategy for every company. Some organizations that reengineered their CRM processes are reporting revenue increases of up to 50%, whereas others have had obtained minimal gains or no improvement at all. The difference between the success or failure of a CRM project lies in the knowledge and ability that an organization brings to its efforts. This Hon Guide defines CRM from different points of view: sales, marketing, customer support and technology.

About this title

About the Author

The Publishing department of SCN Education was founded in 1998 and has built a solid reputation with the production of the HOTT Guide series. Being part of an international IT-training corporation, the editors have easy access to the latest information on IT-developments and are kept well informed by their colleagues. In their research activities for the HOTT Guide series they have established a broad network of IT-specialists (leading companies, researchers, etc) who have contributed to the books.

From the Back Cover

This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition.

Edition details

• Publisher: Vieweg+Teubner Verlag
• Publication date: 2012
• Language: English
• ISBN 10: 3322849635
• ISBN 13: 9783322849632
• Binding: Paperback
• Number of pages: 408