CRM Handbook, The, A Business Guide to Customer Relationship Management

by Jill Dyché

To compete effectively, today's organizations seek to become customer-focused, not product-focused. Customer Relationship Management (CRM) technology promises to help your enterprise do just that -- but implementing CRM presents unprecedented challenges throughout the organization. In The CRM Handbook, leading CRM expert Jill Dyché concise, to-the-point best practices for making CRM work. Jill Dyché begins by introducing CRM's value proposition, and demonstrating how it can significantly enhance the customer's experience. She explains why customer service is central to most CRM deployments, and provides benchmarks you can compare each of your customer touchpoints against. Dyché shows how CRM goes beyond managing customer leads to sharing customer knowledge; how CRM changes the customer's role in B2B and B2C supply chains; and how to use new "analytical CRM" techniques to make smarter strategic decisions. The CRM Handbook contains extensive coverage of planning and deploying CRM, including gauging complexity, choosing tools and vendors, staffing CRM projects, overcoming implementation roadblocks, and much more. An essential resource for every manager involved with -- or considering -- a CRM implementation.

Contents same as US/UK editions.

Unknown Binding

First published August 1, 2001

Reviews

[Memizuki · Rating 4 out of 5]

Great great took to be able to use and take into account when you are integrating a NEW CRM TOOL

[Nis CRM]

Nicely written & seriously has more variable about Best CRM for small business

[John · Rating 4 out of 5]

"For those just getting involved in CRM this is a good place to start..."

[VENKATRAMAN C K · Rating 5 out of 5]

Very Well Written book from a managerial perspective.