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C.R.M. (Management Pocketbook Series)
by David Alexander ; Charles Turner
Binding: Paperback, 128 pages
Publisher: Management Pocketbooks
List Price: USD $12.95
Weight: 31
Dimension: H: 0.53 x L: 5.67 x W: 0.75 inches
ISBN 10: 1870471970
ISBN 13: 9781870471978
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Book Description:
Meeting the right customers' needs profitably is busnesses' biggest challenge. With customer choice wider now that it has ever been, not least because of the emergence of the World Wide Web and other new technologies, competition is fiercer and pressure on margins greater than ever. The need to build long term customer relationships that are profitable is paramount. Customer relationship management (CRM) seeks to organise a business around its customers. This book describes customer relationship management and explains why businesses are employing it. This book describes customer relationship management and explains why businesses are embracing it. It looks at the increasingly complex nature of customer supplier relationships and demonstrates how to calculate customer life time values. Subsequent chapters deal with relationship marketing, technology and business processes in support of CRM, CRM in a business to business environment, and the implementation of CRM. It concludes with 10 top tips.

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