| Description |
1 online resource (xv, 368 pages) |
| Physical Medium |
polychrome |
| Description |
text file |
| Note |
"CyberAge Books"--Page [4] pf cover. |
|
Includes index. |
| Contents |
Cover; Copyright; Contents; Preface; Introduction; Chapter 1: A CRM Primer; Chapter 2: CRM: The Right Mix of People, Process, and Technology; Chapter 3: Understanding the People Component; Chapter 4: Executive Support: The Single-Most Important CRM Success Factor; Chapter 5: Securing Executive Alignment for Your CRM Initiative; Chapter 6: Executives Take Charge; Chapter 7: Tips for Improving User Adoption; Chapter 8: CRM Project Communications; Chapter 9: CRM Strategy Foundation; Chapter 10: Putting the "Customer" Back into CRM; Chapter 11: The Necessity of Training. |
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Chapter 12: Ensuring Consistent Customer ServiceChapter 13: Realizing Effective Process Change; Chapter 14: Understanding Business Process Review; Chapter 15: Why Business Processes Must Precede Technology; Chapter 16: The Importance of Data Integrity; Chapter 17: CRM and the E-volution of Ebusiness; Chapter 18: CRM Business Application Trends; Chapter 19: The Technology Component; Chapter 20: Key CRM Technology Trends; Chapter 21: A Wireless World; Chapter 22: CRM Software Selection Tips; Chapter 23: Using People, Process, and Technology to Differentiate. |
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Chapter 24: Ten Steps to Effective CRM ImplementationChapter 25: Creating a CRM Business Case; Chapter 26: Getting Your CRM Business Prioritization Right; Chapter 27: Outsourcing CRM; Chapter 28: Addressing CRM Security Risks; Chapter 29: Eight Key Implementation Issues; Chapter 30: CRM on a Global Basis; Chapter 31: CRM in Government; Chapter 32: The Evolving Real-Time Enterprise; Chapter 33: Ten Steps for Creating a Real-Time Enterprise; Chapter 34: The Future of CRM: Real Time; Chapter 35: Web 2.0 and the Digital Client; Appendix A: CRM Sales Process Example. |
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Appendix A: CRM Sales Process ExampleAppendix B: Level 1 Process Flow Example; Appendix C: CRM System RFP Example; Appendix D: Top CRM Software Solutions; Appendix E: Sources to Assist in CRM Software Selection; Appendix F: Application Service Providers; Appendix G: Glossary of Terms; About the Author; Index. |
| Summary |
Based on more than 20 years of experience, this all-inclusive guide shows how to successfully implement Customer Relationship Management (CRM), the largest global software application today in terms of revenue. Combining helpful tips and techniques with a unique blueprint, this study illuminates the myriad issues that are critical to using people, process, and technology to achieve a superior level of customer satisfaction and loyalty. From structuring a team and adjusting operations to addressing data integrity and security concerns, CRM users and th. |
| Local Note |
eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America |
| Subject |
Customer relations -- Management.
|
|
Customer relations -- Management. |
|
Customer relations.
|
|
Customer relations. |
| Genre/Form |
Electronic books.
|
| Other Form: |
Print version: Goldenberg, Barton J. CRM in real time. Medford, N.J. : Information Today, ©2008 9780910965804 0910965803 (DLC) 2008005276 (OCoLC)191847165 |
| ISBN |
9781573879255 (electronic book) |
|
1573879258 (electronic book) |
|
9781937290719 |
|
1937290719 |
|
