As the dust settles from the most recent round of CRM projects, companies are increasingly finding that their efforts havenot delivered anticipated benefits. More than 30 chapters and in-depth case studies on many leading companies give managers and senior executives alike the high-level perspective needed to build lasting, profitable bonds with their customers.The CRM Lifecycle. Making every customer relationship count. Being part of an international IT-training corporation, the editors have easy access to the latest information on IT-developments and are kept well informed by their colleagues. 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. In their research activities for the HOTT Guide series they have established a broad network of IT-specialists leading companies, researchers, etc who have contributed to the books. Exploring the business drivers and technology enablers of customer relationship management.
They also provide techniques companies can use to:. John G. As a respected thought leader in the area of CRM, Freeland advises companies on creating profitable customer relationships and superior brand value and directs the worldwide growth and market leadership of Accenture's CRM business.
In over two decades with Accenture, he has held a variety of leadership positions within the firm and has led the development of innovative CRM business strategies and new market-making opportunities across a host of diverse industries.
These have included innovative cosourcing arrangements focused on dramatically improving the quality and cost structure of customer sales and service operations for Accenture clients.
The ultimate CRM handbook : strategies and concepts for building enduring customer loyalty and profitability.
They also provide techniques companies can use to: Establish more effective interactions with their customers Build lasting brand loyalty Dramatically improve the efficiency of their sales, marketing, and customer service operations. Setting the Strategy. The ultimate CRM handbook : strategies and concepts for building enduring customer loyalty and profitability John G. CRM analitico. The ultimate CRM handbook: strategies and concepts for building enduring customer loyalty and profitability.
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