In today's global economy the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today - customer loyalty and retention. To thrive in today's customer-driven economy a company need
In the global economy, the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today - customer loyalty and retention. This book explores how to use CRM to integrate various channels and media of customer contact from the Internet through field sales into one system.
Preface, Section I: Determining the Need for CRM
Chapter 1: What is CRM?
Chapter 2: The Evaluation Process
Chapter 3: Preparing a Business Case Section II: The Strategy Process
Chapter 4: Creating the CRM Strategy
Chapter 5: A Program of Projects
Chapter 6: The People Factor
Chapter 7: Increasing Customer Loyalty
Chapter 8: Know Thy Customer Section III: Technology
Chapter 9: The Many Flavors of CRM - An Overview
Chapter 10: Marketing
Chapter 11: Sales
Chapter 12: The Call Center Evolution
Chapter 13: The Importance of Data
Chapter 14: Hosted Solutions
Chapter 15: Partnering for Success
Chapter 16: The Vendor Selection Process
Chapter 17: Implementation and Deployment
Janice Reynolds is a writer, editor, speaker, and consultant in information technology and the Internet/intranet. Prior to starting her own consulting firm in 1995, Ms. Reynolds was the litigation manager of a large New York City law firm. She is the author of The Complete E-Commerce Book . She has edited numerous technical books and led several e-commerce development teams. Ms. Reynolds provides advice to numerous budding entrepreneurs as the 'E-commerce Expert' on Allbusiness.com. She also consults with established companies concerning their technical needs.
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