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Performance-driven CRM - Stanley A Brown

9780470831618
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Title
Performance-driven CRM - how to make your customer relationship management vision a reality
Author
Stanley A Brown
format
Hardback
Publisher
John Wiley & Sons, Inc.
Language
English
UK Publication Date
20020507

How to tell if-and how much-CRM is working in your firm Enthusiastically adopted by many firms as the way of the future, Customer Relationship Management is now facing its toughest challenge yet: the company evaluation. Measuring what gains CRM has made for your company, if any, is sound business. And Performance-Driven CRM lets you determine how sound your investment in CRM has been, with practical tools for measuring and monitoring CRM initiatives and its impact on operations and the bottom line. Fully equipped with questionnaires, assessment tools, exercises, and action plans, the book also contains case studies and best practice examples from PricewaterhouseCoopers's global CRM practice, including FedEx, NEC, and Sears. With tips on e-business applications, the book describes how to use Web tools in research and what to measure in an Internet environment. This is an ideal resource for measuring-and maximizing-the return on your firm's CRM investment.

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Type
BOOK
Keyword Index
Customer relations.
Country of Publication
England
Number of Pages
320

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