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Customer Relationship Management: By Stanley A. Brown HC/DJ NEW
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Customer Relationship Management: By Stanley A. Brown HC/DJ NEW
Customer Relationship Management: By Stanley A. Brown HC/DJ NEW

Customer Relationship Management: By Stanley A. Brown HC/DJ NEW

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Customer Relationship Management: A Strategic Imperative in the World of E-Business

BOOK DESCRIPTION:

As the business world increasingly shifts from product focus to customer focus, most organizations recognize that treating existing customers well is the best source of profitable and sustainable revenue growth.

But in the age of e-business, companies are challenged more than ever before to truly satisfy their customers.

In the face of increasing competition, mature markets, and the ever-demanding customer, it is easier than ever for customers to defect from your organization when they are just a click away from checking out the competition.

Customer Relationship Management (CRM) is the key competitive strategy you need to stay focused on the needs of your customers and to integrate a customer-facing approach throughout your organization. CRM is an enterprise-wide approach to not only acquiring and deploying knowledge about your customers, but also to improving and automating the business processes that deliver value to your organization's customers, suppliers, and employees. In short, CRM is critical to your business success.

Sound complicated? It's not. Customer Relationship Management: A Strategic Imperative in the World of e-Business outlines what it takes to be effective in managing the customer relationship:

* What CRM is and how you can use it as a key competitive advantage
* Leading trends and best practices in CRM
* Successes and failures of organizations around the globe that have implemented CRM
* The 20 key steps in implementation of CRM
* The role of people, processes and technology to enable CRM
* How to define strategies for customers, channels and products, and infrastructure

PRODUCT INFORMATION

ISBN: 0471644099
Format: Hardcover, 376pp
Pub. Date: January 2000
Publisher: Wiley, John & Sons, Incorporated

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