Customer Relationship Management
Marketing 04.04
Express Exec
March 2002
130 Pages, Softcover
Wiley & Sons Ltd
ISBN:
978-1-84112-213-7
John Wiley & Sons
Fast track route to developing world customer relationships
Covers all the key techniques for successful customer
relationship management, from developing profitable customer
relationships to integrated sales management systems and from
e-marketing to pricing
Examples and lessons from some of the world's most successful
businesses, including Cisco and EclipsysEMC, and ideas from the
smartest thinkers, including Don Peppers, Thomas Siebel and
Patricia Seybold
Includes a glossary of key concepts and a comprehensive
resources guide
Introduction to CRM
Definition of terms
The Evolutionof CRM
The E-Dimension
The Global Dimension
The State of the Art
In Practice: CRM Success Stories
Key Concepts and thinkers
Resources
Ten Steps to Making CRM Work
Definition of terms
The Evolutionof CRM
The E-Dimension
The Global Dimension
The State of the Art
In Practice: CRM Success Stories
Key Concepts and thinkers
Resources
Ten Steps to Making CRM Work
MICHAEL J CUNNINGHAM is Founder and President of the Harvard Computing Group. He is the author of B2B: How to build a profitable e-business; Smart Things to Know about E-Business and Partners.com.
