A how-to guide to defining and implementing Customer Relationship Management. This book shows you: the various roles CRM plays in business; 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; and more.
- Limba : Engleza
- Cuprins :
About the Author.
I. DEFINING CRM.1. Hello, Goodbye: The New Spin on Customer Loyalty.
The Cost of Acquiring Customers.From Customer Acquisition to Customer Loyalty.. . . to Optimizing the Customer Experience.How the Internet Changed the Rules.What's In a Name?CRM and Business Intelligence.The Manager's Bottom Line.2. CRM in Marketing.
From Product to Customer: A Marketing Retrospective.Target Marketing.Relationship Marketing and One-to-One.Campaign Management.CRM Marketing Initiatives.Cross-Selling and Up-Selling.Customer Retention.Behavior Prediction.Customer Profitability and Value Modeling.Channel Optimization.Personalization.Event-Based Marketing.Customer
- Data Publicarii : 09 Aug 2001
- Editie : 1
- Format : Paperback
- Numar pagini : 336
- ISBN : 9780201730623