| Description |
xxiv, 294 pages ; 24 cm |
| Contents |
Ch. 1. Customer Relationship Management (CRM) - An Overview -- Ch. 2. CRM: A Working Definition -- Ch. 3. Successful CRM: Getting the People, Process, and Technology Mix Right -- Ch. 4. CRM Strategy Formulation -- Ch. 5. Determining CRM Business Processes -- Ch. 6. CRM Business Application Trends -- Ch. 7. CRM Technology Trends -- Ch. 8. CRM: Benefits and Problems -- Ch. 9. A Blueprint for Effective Customer Relationship Management -- Ch. 10. Creating Your CRM Business Case -- Ch. 11. CRM Software Selection and Implementation Roadmap -- Ch. 12. CRM System: Requirements Analysis -- Ch. 13. How to Write Your Systems Specifications Document -- Ch. 14. Sizing Up Your CRM Software Vendor -- Ch. 15. The Importance of CRM Project Communications -- Ch. 16. Eight Key Implementation Issues for Effective CRM Systems -- Ch. 17. The Necessity of Training, a Good Help Desk, and Effective Systems Administration -- Ch. 18. E-Business and CRM -- Ch. 19. E-Service and CRM -- Ch. 20. Ensuring Consistent Customer Service Across Channels -- Ch. 21. E-Marketing and CRM -- Ch. 22. Knowledge Management and CRM -- Ch. 23. Application Service Providers (ASP): An Overview -- Ch. 24. Addressing CRM System Security Risks -- Ch. 25. The Importance of Data Integrity -- Ch. 26. CRM: An International Perspective -- Ch. 27. The Future Direction of CRM -- App. A. ISM's Top 30 CRM Software Selections -- App. B. Sources to Assist in CRM Software Selection -- App. C. Software Categories, Vendors, and Pricing |
| Notes |
Includes index |
|
Available also in a print edition |
|
Mode of access: World Wide Web |
| Issuing Body |
Made available through: Safari Books Online, LLC |
| Subject |
Customer relations -- Management.
|
|
Electronic commerce.
|
|
Customer relations -- Marketing.
|
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Customer relations -- Data processing.
|
| Author |
Safari Books Online (Firm)
|
| LC no. |
2001059140 |
| ISBN |
013008851X paperback |
|
