CRM Handbook, The: A Business Guide to Customer Relationship Management

CRM Handbook, The: A Business Guide to Customer Relationship Management

Books / Paperback

BooksBusiness & EconomicsCustomer Relations

ISBN: 0201730626 / Publisher: Addison-Wesley Professional, August 2001

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Provides a primer and how-to guide for implementing customer relationship management (CRM), offering scenarios, definitions, and recommendations. Chapters for executives, project managers, and businesspeople explain the components of CRM and how they can be used. Material on CRM planning and implementation is geared toward project managers, consultants, business analysts, and technical practitioners. Areas discussed include CRM in marketing, customer service, and e- business, sales force automation, analytical CRM, planning and managing a CRM project, and some common stumbling blocks. DychT is vice president of a management consulting firm specializing in the design and use of customer databases. Annotation c. Book News, Inc., Portland, OR (booknews.com) Read More
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