Customer relationship management
- 作者: Anderson, Kristin,
- 其他作者: Kerr, Carol.
- 出版: New York : McGraw-Hill ©2002.
- 稽核項: 1 online resource (xii, 164 pages) :illustrations.
- 叢書名: Briefcase books series
- 標題: Customer relations. , Customer Relations. , Electronic books. , BUSINESS & ECONOMICS , BUSINESS & ECONOMICS Customer Relations.
- ISBN: 0071379541 , 9780071379540
- 試查全文@TNUA:
- 附註: Includes index. Customer Relationship Management; Copyright; Contents; Preface; Content Highlights; Special Features; Acknowledgments; About the Authors; Customer Relationship Management Is Not an Option; Customer Relationship Management Defined; Technology Does Not Equal Strategy; The Power of CRM; CRM Success Factors; CRM Is Here to Stay; Manager's Checklist for Chapter 1; The Customer Service/ Sales Profile; Why Call It the Customer Service/Sales Profile?; The Three Levels of Service/Sales; The Shape of Your Custom Service/Sales Profile; Pitfalls of the Customer Service/Sales Profile; CRM and Your Profile. Manager's Checklist for Chapter 2Managing Your Customer Service/ Sales Profile; Sonjia's Contact Center; Maurice's Food Brokerage; Managing Initial or Stand-Alone Transactions; Managing for Repeat Business; Managing for Customer Advocacy; Manager's Checklist for Chapter 3; Choosing Your CRM Strategy; CRM Strategy Starting Points; Picking the Players; Preparing for Your First Meeting; The CRM Strategy Creation Meeting(s); Identify Potential Strategies; CRM Strategy Selection; Manager's Checklist for Chapter 4; Managing and Sharing Customer Data; Return to Your Strategies; Data vs. Information. Managing Customer Information-DatabasesEthics and Legalities of Data Use; Manager's Checklist for Chapter 5; Tools for Capturing Customer Information; Where to Get the Data and Information; The Computer Is Your Friend (but Not Always Your Best Friend); Believe It or Not; Manager's Checklist for Chapter 6; Service-Level Agreements; Service-Level Agreements Defined; Three Keys to Effective SLAs; Creating an SLA; Using SLAs to Support Internal Customer Relationships; Making SLAs Work; Manager's Checklist for Chapter 7; E-Commerce: Customer Relationships on the Internet; CRM on the Internet. Choosing the Right VehicleThree Rules for Success on the Road to E-Commerce; What Does the Future Hold?; Manager's Checklist for Chapter 8; Managing Relationships Through Conflict; Managing the Moment of Conflict; "But 'Nice' Never Bought Me a Customer"; Customer Relationship Management Is an Early Warning System; What if the Customer Is the Problem?; Manager's Checklist for Chapter 9; Fighting Complacency: The "Seven- Year Itch" in Customer Relationships; But They Love Me!; The Illusion of Complacency; Customer Needs Change; Make Parting Such Sweet Sorrow; Renew Your Vows. Manager's Checklist for Chapter 10Resetting Your CRM Strategy; Ready, Set, Reset!; Phase 1. Are You Hitting Your Target?; Phase 2. Does Your CRM Strategy Work for Your People?; Phase 3. Time for Change; Closing Words; Manager's Checklist for Chapter 11; Index.
- 電子資源: https://dbs.tnua.edu.tw/login?url=https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=65795
- 系統號: 005296813
- 資料類型: 電子書
- 讀者標籤: 需登入
- 引用網址: 複製連結
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.
來源: Google Book
來源: Google Book
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