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9780761528456

Customer Relationship Management Essentials

by ;
  • ISBN13:

    9780761528456

  • ISBN10:

    0761528458

  • Format: Hardcover
  • Copyright: 2000-10-26
  • Publisher: Cengage Learning Ptr
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List Price: $39.99

Summary

Customer service and customer relationship management are becoming more of an issue as e-businesses grow, both in size and numbers. "Customer Relationship Management" explains the circular relationship between suppliers, technology and customers. It's the only customer-support title geared toward the IT professional.

Table of Contents

Part I The Evolution of the E-Conomy Business Model for CRM 1(102)
Business Process Models and CRM
3(19)
Foundations of Customer-Centric Business
22(16)
Pre-Order Customer-Support Issues
38(20)
Point-of-Order Customer-Support Issues
58(27)
Post-Order Customer-Support Issues
85(18)
Part II Analysis of Successful CRM Sites 103(68)
CRM Case Study: Circuit City
www.circuitcity.com
105(21)
CRM Case Study: Marsh Supermarkets
www.marsh.net
126(13)
CRM Case Study: Amazon.com
www.amazon.com
139(20)
CRM Case Study: The Gap
www.gap.com
159(12)
Part III Appendixes 171
Appendix A Mechanics of a Successful CRM Web Interface
172
Appendix B Pushing the Support Envelope: Total Process Coordination
184
Appendix C CRM Gallery
191
Appendix D E-Commerce Essentials
208

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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