Customer Relationship Management: The Bottom Line to Optimizing Your Roi: The Bottom Line to Optimizing Your ROI (NetEffect Series) - Brossura

Anton, Jon; Petouhoff, Natalie L.

Brossura

ISBN 10: 0130990698 ISBN 13: 9780130990693

Casa editrice: Prentice Hall, 2002

Riassunto

For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior.

Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. Throughout, students see through measurable data-containing examples how CRM theory is applied with great success by various real-life companies. They learn 1) the scientific reasons why people resist change, 2) a process to deal with it (Successful People Process SSP™) and a process to measure the results in an on-going manner, and 3) how to tie those measure results to the bottom-line (SP3M™).

Su questo libro

Product Description

Book by Anton Jon Petouhoff PHD Natalie L

Dettagli dell'edizione

• Editore: Prentice Hall
• Data di pubblicazione: 2002
• Lingua: Inglese
• ISBN 10: 0130990698
• ISBN 13: 9780130990693
• Rilegatura: Copertina flessibile
• Numero edizione: 2
• Numero di pagine: 254
• Contatto del produttore: non disponibile
• Persona responsabile: Riccardo Bacigalupo; riccardo.bacigalupo@sanoma.it; ; Sanoma Italia Via Arconati, 1 �; Milano; 20135; Italia