The CRM Handbook

A Business Guide to Customer Relationship Management


Author: Jill Dyché

Publisher: Addison-Wesley Professional

ISBN: 9780201730623

Category: Business & Economics

Page: 307

View: 9222

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.

Exam Prep for: The CRM Handbook A Business Guide to ...


Author: David Mason

Publisher: Rico Publications


Category: Education

Page: 800

View: 4423

Business is the activity of making one's living or making money by producing or buying and selling products (such as goods and services). This book provides over 2,000 Exam Prep questions and answers to accompany the text The CRM Handbook A Business Guide to ... Items include highly probable exam items: antitrust, Patriot Act, environmental audit, Constitutional law, capitalism, Six Sigma, Federal Trademark Dilution Act, Referent power, Cause-related marketing, Planet, Global Fund, Electronic waste, and more.

Handbook of CRM


Author: Adrian Payne

Publisher: Routledge

ISBN: 1136400176

Category: Business & Economics

Page: 464

View: 5377

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 CRM Project Management Handbook

Building Realistic Expectations and Managing Risk


Author: Michael Gentle

Publisher: Kogan Page Publishers

ISBN: 0749447214

Category: Business & Economics

Page: 240

View: 7621

Once you have bought into the concepts of customer relationship management (and it is hard not to), how do you separate the practically useful from the pie-in-the-sky and then actually implement a project? This handbook addresses implementation, advocating an approach that is based in the real world and stressing the measurable goals and tactical uses of CRM. The areas covered include: building a realistic foundation for CRM; critical success factors; risk factors; full risk analysis; and case studies.

Customer Relationship Management Systems Handbook


Author: Duane E. Sharp

Publisher: CRC Press

ISBN: 9781420000153

Category: Computers

Page: 264

View: 8609

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.

The ultimate CRM handbook

strategies and concepts for building enduring customer loyalty and profitability


Author: John G. Freeland

Publisher: McGraw-Hill Companies


Category: Business & Economics

Page: 353

View: 1973

sA hands-on guidebook from Accenture for building a globally responsive, customer-driven enterprise As the dust settles from the most recent round of CRM projects, companies are increasingly finding that their efforts havenot delivered anticipated benefits. In The Ultimate CRM Handbook, influential thought leaders from Accenture discuss why CRM has failed to live up to expectations and what companies can do to improve the bottom-line return on CRM investments. More than 30 chapters and in-depth case studies on many leading companies give managers and senior executives alike the high-level perspective needed to build lasting, profitable bonds with their customers. They also provide techniques companies can use to: Establish more effective interactions with their customers Build lasting brand loyalty Dramatically improve the efficiency of their sales, marketing, and customer service operations

Salesforce CRM – The Definitive Admin Handbook - Third Edition


Author: Paul Goodey

Publisher: Packt Publishing Ltd

ISBN: 1784391484

Category: Computers

Page: 480

View: 4427

This book is for administrators who want to develop and strengthen their Salesforce CRM skills in the areas of configuration and system management. Whether you are a novice or a more experienced administrator, this book aims to enhance your knowledge and understanding of the Salesforce CRM platform and features.

Preparing for the CRM examination

a handbook


Author: Institute of Certified Records Managers (U.S.)

Publisher: Assn of Records Managers &


Category: Business & Economics

Page: 144

View: 2517