Customer Relationship Management

By: Kristin L. Anderson, Carol J. Kerr

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Paperback | 18 September 2001 | Edition Number 1

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176 Pages

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22.61 x 14.99 x 1.27

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This reader-friendly series is must read for all levels of managers

All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations.

As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.

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You Can Find This Book In

Non-Fiction Business & Management Sales & Marketing Customer Services Entrepreneurship / Start-ups Self-Help, Personal Development & Practical Advice Personal Finance Management & Management Techniques Management of Specific Areas Sales & Marketing Management

Preface
Customer Relationship Management Is Not on Option	p. 1
The Customer Service/Sales Profile	p. 17
Managing Your Customer Service/Sales Profile	p. 30
Choosing Your CRM Strategy	p. 46
Managing and Sharing Customer Data	p. 57
Tools for Capturing Customer Information	p. 72
Service-Level Agreements	p. 86
E-Commerce: Customer Relationships on the Internet	p. 99
Managing Relationships Through Conflict	p. 115
Fighting Complacency: The "Seven-Year Itch" in Customer Relationships	p. 132
Resetting Your CRM Strategy	p. 142
Index	p. 153
Table of Contents provided by Blackwell. All Rights Reserved.

Customer Relationship Management

At a Glance

Paperback

Shipping

How to return your order

Defective items

You Can Find This Book In

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