Customer relationship management

By: Cunningham, Michael JMaterial type: TextTextSeries: ExpressExec., MarketingPublication details: Oxford, England : Capstone Pub., 2002Description: 124 pagesISBN: 9781841122137ISSN: 1841122130Subject(s): Customer relations -- Management | Relationship marketing | Customer relations -- Management -- Case studiesDDC classification: 658.812
Contents:
Introduction to ExpressExec -- Introduction to CRM -- Definition of Terms -- Evolution of CRM -- E-Dimension -- Global Dimension -- State of the Art -- In Practice: CRM Success Stories -- Key Concepts and Thinkers -- Resources -- Ten Steps to Making CRM Work
Summary: Covers all the key techniques for successful customer relationship management, from developing profitable customer relationships to integrated sales management systems and from e-marketing to pricing. Examples and lessons from some of the world's most successful businesses, including Cisco and EclipsysEMC, and ideas from the smartest thinkers, including Don Peppers, Thomas Siebel and Patricia Seybold
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Item type Current library Collection Call number Status Date due Barcode Item holds
Lending Books Lending Books Main Library
Stacks 		Reference 658.812 CUN (Browse shelf(Opens below)) Available 016167
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"ExpressExec."
The ExpressExec is organized into ten core subject areas: Innovation -- Enterprise -- Strategy -- Marketing -- Finance -- Operations and technology -- Organizations -- Leading -- People -- Life and work.
Includes index.

Introduction to ExpressExec --
Introduction to CRM --
Definition of Terms --
Evolution of CRM --
E-Dimension --
Global Dimension --
State of the Art --
In Practice: CRM Success Stories --
Key Concepts and Thinkers --
Resources --
Ten Steps to Making CRM Work

Covers all the key techniques for successful customer relationship management, from developing profitable customer relationships to integrated sales management systems and from e-marketing to pricing. Examples and lessons from some of the world's most successful businesses, including Cisco and EclipsysEMC, and ideas from the smartest thinkers, including Don Peppers, Thomas Siebel and Patricia Seybold

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