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Customer Relationship Management: The Bottom Line to Optimizing Your Roi by Natalie Petouhoff, Jon Anton (Paperback, 2001)
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Presents methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service will realize the return on the inves...Read more
Customer Relationship Management: The Bottom Line to Optimizing Your Roi by Natalie Petouhoff, Jon Anton (Paperback, 2001)
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Product description
| Description | |
| Presents methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service will realize the return on the investment projected. This book is intended for courses in Quantitative Measurement and Consumer Behavior. | |
| Key Features | |
| Author(s) | Jon Anton, Natalie Petouhoff |
| Publisher | Pearson Education (US) |
| Date of Publication | 26/12/2001 |
| Language | English |
| Format | Paperback |
| ISBN-10 | 0130990698 |
| ISBN-13 | 9780130990693 |
| Subject | Business, Accounting & Vocational: Textbooks & Study Guides |
| Series Title | NetEffect Series |
| Publication Data | |
| Place of Publication | Upper Saddle River |
| Country of Publication | United States |
| Imprint | Prentice Hall |
| Content Note | illustrations |
| Dimensions | |
| Weight | 431 g |
| Width | 203 mm |
| Height | 254 mm |
| Spine | 6 mm |
| Editorial Details | |
| Edition Statement | 2nd Revised edition |
| Description | |
| Table Of Contents | I. OPERATIONAL CRM-ACCESSIBILITY. 1. Thinking Outside the CRM Box. 2. Start with the People. 3. The Secret to Risk Management of CRM: People. 4. The CRM Successful People Process(t) (CRM SPP(t)): The Key to Opening Up Employees to Change. 5. Teams and Their Impact on CRM Implementations. II. ANALYTICAL CRM-MEASURING PEOPLE, PROCESS, AND TECHNOLOGY. 6. Why Should You Measure Customer Service? 7. Customer Lifetime Value Calculations. 8. Benchmarking Your CRM Center. 9. Measuring People Who Provide Service. 10. The ROI of Training That Impacts the Bottom Line. 11. Using Technology the Smart Way: ROI of Improved Customer Service by an Airline. 12. Measuring Process: Promises, Promises-Service Level Let Downs vs. SP3M(t). 13. Technology That Optimizes CRM. |
eBay Product ID: EPID94956933
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