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Building the Customer-Centric Enterprise: Data Warehousing Techniques for Supporting Customer Relationship Management
, by Claudia Imhoff, Lisa Loftis, Jonathan G. Geiger. Wiley; 1 edition. Strategies for leveraging information technologies to improve customer relationships. An opportunity for companies to really get to know their customers--who they are and their buying patterns. Business managers need an integrated strategy that supports customers from the moment they enter the front door--or Web site--right through to fulfillment, support, and promotion of new products and services. Information.


CRM in Financial Services: A Practical Guide to Making Customer Relationship Management Work, by Merlin Stone, Bryan Foss, Merlin Stone. Kogan Page. Customer Relationship Management, CRM, has been one of the strongest areas of management focus in financial services companies throughout the world over the last five years. Information.

Customer Relationship Management Systems Handbook, by Duane E. Sharp. Auerbach Publications; 1st edition. The concept of customer relationship management (CRM) has grown from the loosely defined methodology of using customer transactions for developing profiles on customers to the well-defined business process of using sophisticated tools and analytical processes for managing each customer on an individual basis. CRM integrates e-mail and the PDA with the day planner, electronic scheduler, client database, and a number of other business management tools so you can create a single point from which to manage customer relationships. The Customer Relationship Management Systems Handbook provides a complete and detailed analysis of CRM, its origins, rationale, implementation strategies, core technologies, and benefits. The author takes readers through the evolution of CRM- from its early beginning as a tool for better managing and utilizing vast amounts of customer transaction data acquired in day-to-day transactions to today's sophisticated data warehouse-based systems. The text was researched, formatted, and written for IS professionals who need a full understanding of what is involved in the successful development and implementation of a CRM. To highlight the significant benefits of implementing CRM strategies, the book provides examples of successful CRM implementations from a broad range of business sectors. These implementations, presented in a case study format, demonstrate implementation processes, appropriate technologies, and vendor solutions that work. Wherever possible, illustrations are used to enhance the textual presentation. The complete analysis of CRM provided in the Customer Relationship Management Systems Handbook will enable you to accomplish what many businesses fail to do-put the customer first. . Information.

Customer Relationship Management: The Business Case for CRM (The Cranfield School of Management Research Reports), by Simon Knox, Lynette Ryals. Pearson Professional Education. Information.

Data Mining Cookbook: Modeling Data for Marketing, Risk and Customer Relationship Management, by Olivia Parr Rud. Wiley; 1 edition. Increase profits and reduce costs by utilizing this collection of models of the most commonly asked data mining questions. Information.

Integrating ERP, CRM, Supply Chain Management, and Smart Materials, by Dimitris N. Chorafas. Auerbach Pub. Organizations enjoy two kinds of strategic advantages. One is transitory: being in the right place with the right products at the right time. The other comes from having first class management and instituting processes that mobilize an organization, keeping in ahead of the competition. Which would you like to count on for your organization's success? Integrating ERP, CRM, Supply Chain Management, and Smart Materials explores how to create business opportunities and reap savings by: Restructuring and updating of ERP and CRM software as it integrates supply chain management and delivers new killer applications Evolving opportunities that will develop from the implementation of smart materials, automatic identification, classification systems, and quality assurance projects Auditing the implementation, operation, and maintenance of ERP and CRM software as well as the corrective action taken on the basis of results Internet commerce, online supply chain, and advances in technology - all available at increasingly lower costs - make systems of the past obsolete. However, just as new technology creates new opportunities, it can also create unforeseen consequences. By binding a wealth of interdependent issues between the covers of one book, Integrating ERP, CRM, Supply Chain Management, and Smart Materials gives you the tools you need to create proprietary, high value-added solutions.  Information.

Managing Customer Relationships : A Strategic Framework,by Don Peppers, Martha Rogers. John Wiley & Sons. Presenting a comprehensive framework for customer relationship management, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers , human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Here, renowned customer relationship management pioneers Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the store of the future. Information.

Managing High-Tech Services Using a CRM Strategy, by Donald F. Blumberg, Donald Blumberg. CRC Press. Highlights the benefits of applying CRM in a service environment. Focuses on the crucial issues of managing, marketing, and selling service as a strategic business in the context of a total CRM strategy. Information.

Principles of Customer Relationship Management (Hardcover), by Roger J. Baran, Robert Galka, Daniel P. Strunk. The textbook is lively and will hold students' interest with its unusual and interesting vignettes from the gaming, hotel, banking, airline, charge-card, supermarket, retailing, and package goods industries. This book acquaints students with the various approaches and applications but does not dwell on the underlying statistics. A second approach focuses on the strategic side of customer relationship management. The text provides students with an understanding of Customer Relationship Management and its application in the business fields of marketing and sales. Information.


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