Customer Relationship Management pdf

Customer Relationship Management pdf book download. Tune customer data into intelligent action, Build systems that faster custoer partnerships, Make sure you measure up.

Book Contents

Customer Relationship Management Is Not an Option: Customer Relationship Management Defined, Technology Does Not Equal Strategy, The Power of CRM, CRM Success Factors, CRM Is Here to Stay

The Customer Service/Sales Profile: Why Call It the Customer Service/Sales Profile?, The Three Levels of Service/Sales, The Shape of Your Customer Service/Sales Profile, Pitfalls of the Customer Service/Sales Profile, CRM and Your Profile.

Managing Your Customer Service/Sales Profile, Sonjia's Contact Center, Maurice's Food Brokerage, Managing Initial or Stand-Alone Transactions, Managing for Repeat Business, Managing for Customer Advocacy

Choosing Your CRM Strategy, CRM Strategy Starting Points, Picking the Player, Preparing for Your First Meeting, The CRM Strategy Creation Meeting(s), Identify Potential Strategies, CRM Strategy Selection

Managing and Sharing Customer Data, Return to Your Strategies, Data vs. Information, Managing Customer Information—Databases, Ethics and Legalities of Data Use.


Tools for Capturing Customer Information, Where to Get the Data and Information, The Computer Is Your Friend (but Not Always Your Best Friend), Believe It or Not.

Service-Level Agreements, Service-Level Agreements Defined, Three Keys to Effective SLAs, Creating an SLA, Using SLAs to Support Internal Customer Relationships, Making SLAs Work.

E-Commerce: Customer Relationships on the Internet, CRM on the Internet, Choosing the Right Vehicle, Three Rules for Success on the Road to E-Commerce, What Does the Future Hold?.

Managing Relationships Through Conflict, Managing the Moment of Conflict, "But 'Nice' Never Bought Me a Customer", Customer Relationship Management Is an Early Warning System, What if the Customer Is the Problem?

Customer Relationship Management pdf cover page

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