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The Customer Differential: the Complete Guide to Implementing Customer Relationship Management

by Nykamp, Melinda A

  • ISBN: 9780814406229
  • ISBN10: 081440622X

The Customer Differential: the Complete Guide to Implementing Customer Relationship Management

by Nykamp, Melinda A

  • List Price: $25.00
  • Binding: Hardcover
  • Publisher: American Management Association
  • Publish date: 01/01/2000
  • ISBN: 9780814406229
  • ISBN10: 081440622X
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Description: Customer Relationship Management (CRM) is the buzz of the business world. Broader than the age-old principle that "the customer is always right", CRM targets profitable ways to act on that premise, at all times, across all channels and functions -- keeping the customer coming back for more.

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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