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Customer Relationship Management (Briefcase Books)

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Customer Relationship Management (Briefcase Books) Cover

 

Synopses & Reviews

Publisher Comments:

Tips and Tools for Creating­­and Sustaining­­Profitable, Long-Term Customer Relationships

In today's impersonal, arms-length marketplace, customer loyalty is rapidly becoming a thing of the past. Customer Relationship Management brings it back to the foreground, providing easy-to-apply solutions and strategies for establishing meaningful bonds with your customers and turning them into reliable, lifelong partners. This latest addition to McGraw-Hill's successful Briefcase Books series provides you with:

  • Practical advice for choosing and implementing a CRM strategy
  • A review of database tools for capturing­­and managing­­valuable customer information
  • Proven techniques for translating an effective CRM strategy to the e-commerce environment

Even as markets change, effective customer relationship management remains a question of knowing your customers, understanding their wants and needs, and establishing long-term, mutually beneficial relationships. Let Customer Relationship Management supply you with easy-to-apply solutions to your everyday CRM questions, and show you how to design a CRM approach that is responsive, flexible, and personalized to each customer.

Briefcase Books, written specifically for today's busy manager, feature eye-catching icons, checklists, and sidebars to guide managers step-by-step through everyday workplace situations. Look for these innovative design features to help you navigate through each page:

  • Clear, concise definitions of CRM terms and jargon
  • Tips for being smart when managing difficult customer situations
  • How-to hints of the pros for smooth, successful CRM efforts
  • Practical advice to avoid mistakes when dealing with customers
  • Warning signs for where things could go wrong
  • Case studies of how others have achieved successful CRM
  • Specific procedures for implementing CRM strategy

Synopsis:

All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little "brushing up" now and then. The skills-based Briefcase Books series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations.

Synopsis:

This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. "Customer Relationship Management" supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.

About the Author

Kristin L. Anderson (Minneapolis, MN) is a customer service consultant. Carol J. Kerr (Austin, TX) is a learning solutions consultant with Motorola.

Product Details

ISBN:
9780071379540
Author:
Anderson, Kristin L.
Author:
Kerr, Carol J.
Author:
Formisano, Roger A.
Publisher:
McGraw-Hill
Location:
New York
Subject:
Management
Subject:
Customer Service
Subject:
Entrepreneurship
Subject:
Customer relations
Subject:
Sales & Selling - Management
Subject:
Business-Customer Service
Copyright:
Edition Number:
1
Edition Description:
Paperback
Series:
Briefcase books series
Series Volume:
no. 48
Publication Date:
September 2001
Binding:
TRADE PAPER
Grade Level:
Professional and scholarly
Language:
English
Illustrations:
Yes
Pages:
164
Dimensions:
9.62x6.66x2.66 in. .58 lbs.

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Customer Relationship Management (Briefcase Books) New Trade Paper
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Product details 164 pages McGraw-Hill Companies - English 9780071379540 Reviews:
"Synopsis" by , All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little "brushing up" now and then. The skills-based Briefcase Books series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations.
"Synopsis" by , This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. "Customer Relationship Management" supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.

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