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Managing CRM for Profit

Tham khảo sách 'managing crm for profit', kinh doanh - tiếp thị, quản trị kinh doanh phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | Team LiĐ NEXT The Customer Management Scorecard Managing CRM for Profit by Neil Woodcock Merlin Stone and Bryan Foss ISBN 0749438959 Kogan Page 2003 428 pages Based on a unique global survey conducted by QCi that aimed to reveal the true relationship between effective customer management and business performance. Table of Contents The Customer Management Scorecard Managing CRM for Profit Foreword Introduction Part I - The Scorecard Results and Conclusions Chapter 1 - What is CMAT Chapter 2 - Overall Analysis Chapter 3 - Customer Management Around the World Chapter 4 - Where Companies Can Create and Destroy Value Chapter 5 - Analysis and Planning Chapter 6 - Proposition Chapter 7 - Customer Management Activity Chapter 8 - People and Organization Chapter 9 - Information and Technology Chapter 10 - Process Management Chapter 11 - Measurement Chapter 12 - The Customer Experience Chapter 13 - The Role of Customer Information Management and Usage in Best Practice Customer Management Chapter 14 - The Dutch Insurance Industry CMAT Study Chapter 15 - Trends in Customer Management Chapter 16 - The Business Case for Customer Management Chapter 17 - Guidelines for Successful CRM Implementation Part II - Measurement Systems and Data Chapter 18 - Return on Investment on e-CRM Chapter 19 - UK Data Warehousing and Business Intelligence Implementation General and Retail Chapter 20 - Using Advanced Data Analytics to Improve Customer Management Chapter 21 - Applying IT in Customer Management Chapter 22 - CRM s Achilles Heel Understanding the Customer Part III - The Sectoral View Chapter 23 - Managing Public Sector Customers Chapter 24 - CRM Strategy and Implementation in Telecommunications Chapter 25 - Business-to-Business CRM Part IV - Channels and Media Chapter 26 - Multi-Channel Customer Management Chapter 27 - Permission-Based E-Mail Chapter 28 - The Data Lessons of E-mail in CRM Chapter 29 - Measuring and Improving the Usability of New Media Part V - Implementation and the .