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