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9781841122137

Customer Relationship Management Marketing 04.04

by
  • ISBN13:

    9781841122137

  • ISBN10:

    1841122130

  • Edition: 1st
  • Format: Paperback
  • Copyright: 2002-04-26
  • Publisher: Capstone
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Summary

Fast track route to developing world customer relationships Covers all the key techniques for successful customer relationship management, from developing profitable customer relationships to integrated sales management systems and from e-marketing to pricing Examples and lessons from some of the world's most successful businesses, including Cisco and EclipsysEMC, and ideas from the smartest thinkers, including Don Peppers, Thomas Siebel and Patricia Seybold Includes a glossary of key concepts and a comprehensive resources guide

Author Biography

MICHAEL J CUNNINGHAM is Founder and President of the Harvard Computing Group. He is the author of B2B: How to build a profitable e-business; Smart Things to Know about E-Business and Partners.com.

Table of Contents

Introduction to CRM
Definition of terms
The Evolutionof CRM
The E-Dimension
The Global Dimension
The State of the Art
In Practice: CRM Success Stories
Key Concepts and thinkers
Resources
Ten Steps to Making CRM Work

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