The CRM Handbook

A Business Guide to Customer Relationship Management

Author: Jill Dyché

Publisher: Addison-Wesley Professional

ISBN: 9780201730623

Category: Business & Economics

Page: 307

View: 1778

CRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a manager's guide to making the most of CRM techniques for enhancing customer service, sales force effectiveness and marketing strategy.
Posted in Business & Economics

The CRM Handbook

A Business Guide to Customer Relationship Management

Author: Jill Dyché

Publisher: Addison-Wesley Professional

ISBN: 9780321629999

Category: Computers

Page: 336

View: 2260

To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management. It shows you: The various roles CRM plays in business, and why it's more important than ever The range of CRM applications and uses, from sales force automation to campaign management to e-CRM and beyond The context of some of the popular CRM buzzwords The differences between CRM and business intelligence, and why they're symbiotic Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic Case studies of visionary companies who've done CRM the right way “
Posted in Computers

The Crm Handbook

Author: Dyche

Publisher: Pearson Education India

ISBN: 9788177587623

Category:

Page: 307

View: 671

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Essentials of CRM

A Guide to Customer Relationship Management

Author: Bryan Bergeron

Publisher: John Wiley & Sons

ISBN: 0471268100

Category: Business & Economics

Page: 220

View: 9956

ESSENTIALS OF CRM Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM. "Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand." —Michael Cusack, author of Online Customer Care: Strategies for Call Center Excellence "Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and actionable grounding in CRM for organizational leadership." —John Glaser, PhD, Vice President and CIO, Partners Healthcare System The Wiley Essentials Series-because the business world is always changing...and so should you.
Posted in Business & Economics

CRM Fundamentals

Author: Scott Kostojohn,Brian Paulen,Mathew Johnson

Publisher: Apress

ISBN: 143023590X

Category: Computers

Page: 248

View: 2019

CRM Fundamentals is a critical and comprehensive resource for executives and project leaders tasked with managing customer relationship management (CRM) initiatives. It provides an introduction to CRM and how it delivers value to organizations, and describes the process to build and execute a CRM roadmap successfully—including identifying goals, lining up the right people, planning projects, choosing software packages and consultants, managing the initial CRM implementation, and maintaining and evolving the program over time. Written by senior CRM consultants, CRM Fundamentals includes plenty of detailed, useful advice to help you get the most value from your CRM investments and to avoid common pitfalls associated with CRM. What you’ll learn The real issues surrounding implementation of CRM Processes, procedures and planning to make it work and on time An agile approach to creating a working CRM system Software and hardware suggestions for all levels of CRM implementation Based on years of implementing CRM systems, the authors know the keys to success, the issues that can create problems and the steps needed to ensure the success of the project. Who this book is for This book is perfect for executives interested in launching a new CRM program or managing and evolving an existing one. CRM Fundamentals will also benefit project managers leading CRM system selection or implementation projects. Table of Contents Introduction Components of CRM Success Building a CRM Roadmap Evaluating Software and Consultants Planning the Initial CRM Implementation Executing the Initial CRM Implementation Maintaining and Evolving CRM
Posted in Computers

CRM For Dummies

Author: Lars Helgeson

Publisher: John Wiley & Sons

ISBN: 1119368987

Category: Business & Economics

Page: 360

View: 6638

Save time, save money, and grow your business with more effective CRM CRM For Dummies is the small business leader's guide to managing customer interactions. Customer relationship management is a critical part of any business, and it encompasses everything from business strategy and HR to sales, marketing, events, and more. Solutions exist for businesses of any size, but how do you know which one is right for you? What features do you need? Do you have the people and processes in place to get the most out of whichever one you choose? This book is designed to help business leaders better understand effective CRM and identify the right solution for their business—but it's about much more than software; effective CRM requires appropriate team structures, intradepartmental collaboration, and process efficiency. Packed with tactics and strategies that will save your company thousands of dollars and man-hours, these chapters answer the most pressing questions that will make the biggest impact on your sales. Building relationships with current and future customers is the critical point of business. This book helps you bring sales, marketing, and operations together to work toward that common goal, and shows you the tools and techniques that make your efforts more effective. Define your market segments, buyer personas, and voice Build an effective internal structure, and choose the right CRM solution Optimize leads and conduct effective email marketing Streamline processes, automate where possible, and employ analytics Your customers are the lifeblood of your company; you need to reach them, engage them, and retain them—without wasting precious time or money. CRM For Dummies gets you up to speed on the latest, most effective CRM tools and techniques to help your business succeed.
Posted in Business & Economics

The Handbook of Key Customer Relationship Management

The Definitive Guide to Winning, Managing and Developing Key Account Business

Author: Ken Burnett

Publisher: Financial Times Management

ISBN: 9780273650317

Category: Business & Economics

Page: 401

View: 6269

The value of knowledge -- in particular customer relationship knowledge -- is only just being appreciated. The dot.com revolution is spearheaded by companies whose worth is measured not by profits but by the extent of their customer databases and their ability to mine that information. Companies will spend more that 5 billion pounds on new CRM applications by 2002. 55% of companies plan to review Sales and Marketing systems within 12 months; 33% will purchase new, 22% will upgrade. But software is only about 25% of the cost. The real cost (and risk) is in implementation, and particularly with your key customers; Ken Burnett's book focuses on getting your KCRM implementation right. Implement your KCRM strategy now."Knowledge, it is said, is power. Through this book Ken Burnett empowers readers to gain an insight into 'know-what' and 'know-how' aspects of customer knowledge management. If your business is on a 'bleeding edge' then this book will transform it into a 'leading edge'."--Sultan Kermally, Author of "When Economics Means Business," and an Associate Lecturer in Knowledge Management, Open University Business School"Throughout the book, the author demonstrates his extensive experience and mastery of this important subject. This book will be invaluable to the practitioner manager as well as students of marketing or business strategy."--Peter Woolliams, Ph.D. Professor of International Business, Anglia Business School"Ken Burnett writes with the easy style and grace of a business man who has been there and done that ... and is gracious enough to let us in on the secret."--Ron Springer, Vice-President Sales (Americas), Arca Xytec Systems Inc.
Posted in Business & Economics

Handbook of CRM

Author: Adrian Payne

Publisher: Routledge

ISBN: 1136400176

Category: Business & Economics

Page: 464

View: 4533

Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
Posted in Business & Economics

Customer Relationship Management

The Ultimate Guide to the Efficient Use of CRM

Author: SCN Education

Publisher: Springer Science & Business Media

ISBN: 3322849619

Category: Technology & Engineering

Page: 408

View: 3047

This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition.
Posted in Technology & Engineering

Customer Data Integration

Reaching a Single Version of the Truth

Author: Jill Dyché,Evan Levy

Publisher: John Wiley & Sons

ISBN: 1118046471

Category: Business & Economics

Page: 320

View: 957

"Customers are the heart of any business. But we can't succeed if we develop only one talk addressed to the 'average customer.' Instead we must know each customer and build our individual engagements with that knowledge. If Customer Relationship Management (CRM) is going to work, it calls for skills in Customer Data Integration (CDI). This is the best book that I have seen on the subject. Jill Dyché is to be complimented for her thoroughness in interviewing executives and presenting CDI." -Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing Kellogg School of Management, Northwestern University "In this world of killer competition, hanging on to existing customers is critical to survival. Jill Dyché's new book makes that job a lot easier than it has been." -Jack Trout, author, Differentiate or Die "Jill and Evan have not only written the definitive work on Customer Data Integration, they've made the business case for it. This book offers sound advice to business people in search of innovative ways to bring data together about customers-their most important asset-while at the same time giving IT some practical tips for implementing CDI and MDM the right way." -Wayne Eckerson, The Data Warehousing Institute author of Performance Dashboards: Measuring, Monitoring, and Managing Your Business Whatever business you're in, you're ultimately in the customer business. No matter what your product, customers pay the bills. But the strategic importance of customer relationships hasn't brought companies much closer to a single, authoritative view of their customers. Written from both business and technicalperspectives, Customer Data Integration shows companies how to deliver an accurate, holistic, and long-term understanding of their customers through CDI.
Posted in Business & Economics

CRM

The Foundation of Contemporary Marketing Strategy

Author: Roger J. Baran,Robert J. Galka

Publisher: Routledge

ISBN: 1136262466

Category: Business & Economics

Page: 404

View: 5271

This book introduces students to CRM (customer relationship management), a strategic methodology that’s being embraced in increasing numbers by organizations looking to gain a competitive advantage. With in-depth coverage of business and consumer markets in various vertical markets, the impact of new technology and more, it helps readers understand how an enhanced customer relationship environment can differentiate an organization in a highly competitive marketplace. Featuring the latest developments in the discipline, a cohesive approach, and pedagogical materials (including chapter exercises that connect theory with action), it is the one-stop-source for a comprehensive CRM course.
Posted in Business & Economics

The Customer Relationship Management Survival Guide

Everything You Need to Know, Before You Need to Know it

Author: Dick Lee,Richard A. Lee

Publisher: High Yield Marketing Press

ISBN: 9780967375731

Category: Customer relations

Page: 222

View: 1528

Posted in Customer relations

How to Win at CRM

Strategy, Implementation, Management

Author: Seth Kinnett

Publisher: CRC Press

ISBN: 1351646028

Category: Business & Economics

Page: 220

View: 4805

This book provides clarity and guidance on effective strategy, implementation and management of CRM. It explores both the conceptual and cultural context of CRM initiatives along with the particulars of CRM system implementation and management. In order to provide this clarity, it surveyed the existing academic publications surrounding CRM, sales force automation, and related topics within information systems literature. The book supplements this research with insights from CRM experts to provide a robust picture of the CRM landscape and how to improve it no matter what role you play within your organization. This book is for everyone who wants to achieve CRM success.
Posted in Business & Economics

Customer Relationship Management

The Foundation of Contemporary Marketing Strategy

Author: Roger J. Baran,Robert J. Galka

Publisher: Taylor & Francis

ISBN: 1317419332

Category: Business & Economics

Page: 450

View: 8036

This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.
Posted in Business & Economics

Social CRM For Dummies

Author: Kyle Lacy,Stephanie Diamond,Jon Ferrara

Publisher: John Wiley & Sons

ISBN: 1118283139

Category: Business & Economics

Page: 360

View: 2063

Discover great ways to engage your customers through the social web Social CRM is an evolving tool to help you engage your customers, interact with them, and develop deeper relationships. This handy guide teaches you how to make the most of it, whether your business is a small shop or a large corporation. In a friendly, easy-to-understand style, it explains how you can create new marketing communications and develop smart, applicable content that produces results from your online community. You'll learn to use data to drive results, create social Key Performance Indicators for different business units, and a great deal more. Today's consumer uses technology to select relationships with companies; this book teaches business owners how to use social CRM to create relationships that customers want to maintain Explains how to integrate social media into your CRM mix Shows how to use data and information gathered through social sites Helps you develop social KPIs and create content that gets results from your online community Social CRM For Dummies helps businesses large and small use social media to develop and maintain productive customer relationships.
Posted in Business & Economics

Customer Relationship Management Systems Handbook

Author: Duane E. Sharp

Publisher: CRC Press

ISBN: 9781420000153

Category: Computers

Page: 264

View: 9065

The concept of customer relationship management (CRM) has grown from the loosely defined methodology of using customer transactions for developing profiles on customers to the well-defined business process of using sophisticated tools and analytical processes for managing each customer on an individual basis. CRM integrates e-mail and the PDA with the day planner, electronic scheduler, client database, and a number of other business management tools so you can create a single point from which to manage customer relationships. The Customer Relationship Management Systems Handbook provides a complete and detailed analysis of CRM, its origins, rationale, implementation strategies, core technologies, and benefits. The author takes readers through the evolution of CRM- from its early beginning as a tool for better managing and utilizing vast amounts of customer transaction data acquired in day-to-day transactions to today's sophisticated data warehouse-based systems. The text was researched, formatted, and written for IS professionals who need a full understanding of what is involved in the successful development and implementation of a CRM. To highlight the significant benefits of implementing CRM strategies, the book provides examples of successful CRM implementations from a broad range of business sectors. These implementations, presented in a case study format, demonstrate implementation processes, appropriate technologies, and vendor solutions that work. Wherever possible, illustrations are used to enhance the textual presentation. The complete analysis of CRM provided in the Customer Relationship Management Systems Handbook will enable you to accomplish what many businesses fail to do-put the customer first.
Posted in Computers

Data Mining Techniques in CRM

Inside Customer Segmentation

Author: Konstantinos K. Tsiptsis,Antonios Chorianopoulos

Publisher: John Wiley & Sons

ISBN: 1119965454

Category: Computers

Page: 372

View: 3634

This is an applied handbook for the application of data mining techniques in the CRM framework. It combines a technical and a business perspective to cover the needs of business users who are looking for a practical guide on data mining. It focuses on Customer Segmentation and presents guidelines for the development of actionable segmentation schemes. By using non-technical language it guides readers through all the phases of the data mining process.
Posted in Computers

Do You Crm Me?

An Analytical Guide to Customer Relationship Management

Author: Omer Lizotte

Publisher: Createspace Independent Publishing Platform

ISBN: 9781545079102

Category:

Page: 140

View: 385

Modern technology has led to wondrous advancements in business and marketing. Now, all the data you could possibly need are at your fingertips. You may have the statistics, but how do you decipher them? In his new CRM analytics guide, Omer Lizotte shows you that you don't have to be a mathematical genius to understand what the numbers are telling you about your marketing and customer-service stratagems. Lizotte understands how difficult it can be to turn theory into practice when it comes to CRM. There are, for example, so many different systems and metrics to track. It can be overwhelming-but no longer. Lizotte includes chapters on setting up a data mart; using ten key performance metrics to track your business's retention rate, customer lifetime value, customer satisfaction, and other important elements; understanding predictive modeling and different types of analysis; and translating your analysis into strategy. Lizotte makes the information interesting and engaging by using real-world case studies to show you the many practical applications of his work. Analytics isn't theory-it's fact. Make the most of the facts you have with Do You CRM Me?
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Customer Relationship Management

Author: Francis Buttle

Publisher: Routledge

ISBN: 1136412573

Category: Business & Economics

Page: 384

View: 9486

Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.
Posted in Business & Economics

CRM at the Speed of Light

Capturing and Keeping Customers in Internet Real Time

Author: Paul Greenberg

Publisher: Elsevier

ISBN: 9780072127829

Category: Customer relations

Page: 360

View: 3081

"ECRM" provides business decision-makers with straightforward advice and solid information on how to use eCRM software and the Internet to manage customer relationships. In addition to describing the evolution of CRM from old-school sales management techniques, it teaches techniques for opening new businesses and managing customer relations on the Web.
Posted in Customer relations