The Customer Differential: the Complete Guide to Implementing Customer Relationship Management
- List Price: $25.00
- Binding: Hardcover
- Publisher: American Management Association
- Publish date: 01/01/2000
Now, The Customer Differential provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the step-by-step guidelines -- complemented by illuminating case studies -- on how to put into practice this powerful new directive, including how to:
-- Implement a four-step planning process to ensure a successful CRM initiative
-- Refocus the business and organize the entire company around CRM
-- Support CRM using metrics and analytics, as well as systems and technology
-- Transform customer interactions in every department, and at every customer touchpoint
-- Measure the impact of CRM -- and see how providing optimal value for the customer pays off in bottom-line benefits for the company.
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