Meeting the right customers' needs profitably is busnesses' biggest challenge. With customer choice wider now that it has ever been, not least because of the emergence of the World Wide Web and other new technologies, competition is fiercer and pressure on margins greater than ever. The need to build long-term customer relationships that are profitable is paramount. Customer relationship management (CRM) seeks to organise a business around its customers. This book describes customer relationship management and explains why businesses are employing it. This book describes customer relationship management and explains why businesses are embracing it. It looks at the increasingly complex nature of customer-supplier relationships and demonstrates how to calculate customer life-time values. Subsequent chapters deal with relationship marketing, technology and business processes in support of CRM, CRM in a business-to-business environment, and the implementation of CRM. It concludes with 10 top tips.
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"Brilliant and inspiring even for an organization that has focused on building long-term profitable customer relationships, this book sets the context for the next millennium." -- Mike Norris, CEO, Computercenter pic
About the Author
David Turner is an educational consultant and freelance writer.
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Inside This Book
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Key Phrases - Statistically Improbable Phrases (SIPs):
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customer lifetime value, programme plan, touch points New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
customer lifetime value, programme plan, touch points New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Citations (learn more)
This book cites 3
books:
- Career Skills Library: Problem Solving, Second Edition by Facts on File in Back Matter
- Problem Solving (School Mathematics Project 16-19) by School Mathematics Project in Back Matter
- Improving Efficiency SS3, Third Edition (ILM Super Series) by NEBS Management in Back Matter
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