Features
- Cover Type: Hard Cover with 224 pages
- Published by: AMACOM
- Edition: 1st Edition February 15, 2001
- Written in: English
- ISBN 10 Number: 081440622X
- ISBN 13 Number: 978-0814406229
-
Book Dimensions:
9.1 x 6.1 x 0.9 inches
- Weighs: 1.2 pounds
CRMIndustry.com August 2002
"it supplies the step-by-step guidelines-complemented by illuminating case studies-on how to put into practice this powerful new directive".
Book Description
Customer Relationship Management (CRM) is the buzz of the business world. Broader than the age-old principle that "the customer is always right," CRM targets profitable ways to act on that premise, at all times, across all channels and functions--keeping the customer coming back for more.
Now, THE CUSTOMER DIFFERENTIAL provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the step-by-step guidelines--complemented by illuminating case studies--on how to put into practice this powerful new directive, including how to:
* Implement a four-step planning process to ensure a successful CRM initiative * Refocus the business and organize the entire company around CRM * Support CRM using metrics and analytics, as well as systems and technology * Transform customer interactions in every department, and at every customer touchpoint
Reader ReviewsThis book has a real value,it goes from the high level concept of CRM up to the good metrics to monitor your CRM strategy. Very few book provide this analytical insight and this one deserve 5 stars to make the subject clear and consistent from strategy to IT level
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