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Customer Relationship Management: A Strategic Imperative in the World of e-Business
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Stanley A. Brown (Editor)
ISBN: 978-0-471-64409-5
Hardcover
376 pages
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Price: US $45.95
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FIRST PRINCIPLES IN CRM: OVERVIEW.
Putting CRM to Work: The Rise of the Relationship.
The Need for a Market-Intelligent Enterprise (MIE) (SM).
A Case Study on CRM and Mass Customization: Capital One.
STEP ONE: BUILDING AND IMPLEMENTING THE CUSTOMER STRATEGY: OVERVIEW.
Creating Loyalty: Its Strategic Importance in Your Customer Strategy.
From Customer Loyalty to Customer Dependency: A Case for Strategic Customer Care.
Customer Acquisition and CRM: A Financial Services Perspective.
STEP TWO: THE NEED FOR EFFECTIVE CHANNEL AND PRODUCT STRATEGIES: OVERVIEW.
Customer Relationship Management through New Product Development.
Channel Management and Customer Relationship Management.
Embracing the e-Channel.
e-Channel Management: Electronic-Customer Relationship Management.
The Customer-Centric Organization in the Automotive Industry-Focus for the 21st Century.
STEP THREE: THE INFRASTRUCTURE STRATEGY: OVERVIEW.
The Tools for CRM: The Three Ws of Technology.
Using the Tools: Database Marketing, Data Warehousing and Data Mining.
CRM in the Telecommunication Industry: A Case Study of Swisscom.
ENABLING THE CRM STRATEGY: OVERVIEW.
Implementing CRM: 20 Steps to Success.
Using Catalytic Measures to Improve CRM.
Best Practices in Outsourcing CRM and Lessons Learned.
Learning and Knowledge Management Programs in the Age of CRM.
Implementing CRM: The Need for Performance Alignment.
Conclusion.
Appendix.
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