Customer Relationship Management Manual

Author: Dai Qi
Publisher:
Publish Date: 2004-11-30
Features: With the increasing intensity of competition among enterprises, how to consolidate and develop customer relationships has become a necessary means for enterprises to enhance their core competitiveness. "The customer is god," "Customer first," have become the motto of every business manager. But how to strengthen the connection with customers? How to enhance customer value? Many business managers are struggling in confusion. For this, many books on Customer Relationship Management (CRM) have been published, and readers are confused about how to choose. This book provides some very valuable directions for reflection and has become one of the must-read reference books for marketing and service industries. In recent years, it has been a bestseller in the United States and Canada. This book offers a comprehensive, practical, and easy-to-understand perspective on CRM and tells you how to successfully implement a customer-centric enterprise solution. First, it defines CRM and elaborates on its components, then provides a guide for successfully implementing a CRM project. This book can serve as a resource to define and explain key CRM concepts, as well as a guide in the CRM field to help you implement your own CRM solution in the best way. Its content helps to clarify confusion, points out the key elements for successfully implementing CRM, and allows you to discern whether a provider is overhyping itself—"We are your one-stop CRM provider." The readership of this manual is very broad, primarily targeting senior executives in companies, project managers, information management faculty and students at universities and colleges, as well as merchants and business managers interested in learning how CRM is applied. For management consultants, CRM business analysts, and technical practitioners involved in CRM planning and implementation, this is an indispensable practical reference tool.