Performance-Driven Crm: How to Make Your Customer Relationship Management Vision a Reality - Rilegato

Brown, Stanley A.; Gulycz, Moosha

Rilegato

ISBN 10: 0470831618 ISBN 13: 9780470831618

Casa editrice: John Wiley & Sons Inc, 2002

Riassunto

How to tell if-and how much-CRM is working in your firm
Enthusiastically adopted by many firms as the way of the future, Customer Relationship Management is now facing its toughest challenge yet: the company evaluation. Measuring what gains CRM has made for your company, if any, is sound business. And Performance-Driven CRM lets you determine how sound your investment in CRM has been, with practical tools for measuring and monitoring CRM initiatives and its impact on operations and the bottom line. Fully equipped with questionnaires, assessment tools, exercises, and action plans, the book also contains case studies and best practice examples from PricewaterhouseCoopers's global CRM practice, including FedEx, NEC, and Sears. With tips on e-business applications, the book describes how to use Web tools in research and what to measure in an Internet environment. This is an ideal resource for measuring-and maximizing-the return on your firm's CRM investment.

Su questo libro

Recensione:

" Performance Driven CRM provides a performance management perspective and a roadmap for those wanting to improve customer satisfaction and the lifetime value of the customer. It provides important thought leadership in understanding the customer, the organization and why an organization′s commitment to quality service is so important to its overall success."
Kenneth D. Tuchman, Chairman and CEO, TeleTech Holdings, Inc.

"This book has hit at the heart of the CRM issue: How to ensure alignment of the internal organization with external customer needs. This three–pronged performance management mechanism is infinitely logical and workable. This book is a must–read for every manager today."
Laura Pollard, President, CRMA (Customer Relationship Management Association) Canada

"This book provides a comprehensive framework to chart any organization′s CRM journey and help it stay the course. It also allows the reader, CRM savvy or not, to learn through meaningful, real–world anecdotes."
Chantal Gagnon, Vice President, Customer Care, Zurich North America Canada

"Performance Driven CRM provides a structure for those wanting to truly deliver improved relationships with their strategic customers. It provides an important performance management perspective an a roadmap for lasting CRM."
Larry Flynn, Vice President, Marketing and Customer Development, OLGC

"Performance Driven CRM recognizes that marketing has fundamentally changed (some say it′s dead) and that CRM is the new reality. The authors understand the critical success factor of integrating CRM into every facet of a company′s vision rather than just layering it in. This is a practical roadmap to CRM success."
Mike Russill, Chairman, AADCO Automotive Inc.

"Performance Driven CRM gets down to basics in stating that ′at the end of the day,′ the purpose of performance driven CRM is to change behaviour of people (customers, management, and staff). One of the special features of this book is the strong argument and practical tools it provides for a continual focus on ′what we′re learning′ while the CRM journey unfolds."
Mary Cone Barrie, Ph.D., Director, School of Continuuing Studies, University of Toronto

L'autore:

Stanley A. Brown (Toronto, Ontario) is a partner in PricewaterhouseCoopers' Global Customer Relationship Management (CRM) Practice. He is a frequent speaker globally on topics of customer care and CRM, and writes regularly for Sales and Marketing Management Magazine and ICSA News, the newsletter of the International Customer Service Association. He is the author of: Customer Relationship Management (Wiley: 0-471-64409-9), Strategic Customer Care (Wiley: 0-471-64342-4), and What Customers Value Most (Wiley: 0-471-64123-5), and editor of Breakthrough Customer Service (Wiley: 0-471-64232-0).

Moosha Gulycz (Toronto, Ontario) is a Principal Consultant with PricewaterhouseCoopers' Customer Relationship Management (CRM)Practice. She is responsible for the Canadian CRM Integrated Multi Channel Solutions services practice. She has spoken across the US and Canada on the topic of the relationship between CRM and Performance Mearsurement.

Su questa edizione

• Editore: John Wiley & Sons Inc
• Data di pubblicazione: 2002
• ISBN 10: 0470831618
• ISBN 13: 9780470831618
• Rilegatura: Copertina rigida
• Numero edizione: 1
• Numero di pagine: 272