CRM Handbook, The

Jill Dyche

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.



    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.


    Event-Based Marketing.

  • Data Publicarii : 09 Aug 2001
  • Editie : 1
  • Format : Paperback
  • Numar pagini : 336
  • ISBN : 9780201730623
128.99 Lei
Disponibilitate : 2-4 saptamani

Acest produs este disponibil in stocul furnizorilor si poate fi livrat in 2-4 saptamani.