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CRM Unplugged : Releasing CRM's Strategic Value Douglas, Bligh, P

Free US Delivery | ISBN:0471483044
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Item specifics

Condition
Good
A book that has been read but is in good condition. Very minimal damage to the cover including scuff marks, but no holes or tears. The dust jacket for hard covers may not be included. Binding has minimal wear. The majority of pages are undamaged with minimal creasing or tearing, minimal pencil underlining of text, no highlighting of text, no writing in margins. No missing pages. See the seller’s listing for full details and description of any imperfections. See all condition definitionsopens in a new window or tab
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“Used book that is in clean, average condition without any missing pages. 100% Money-Back Guarantee.”
Book Title
CRM Unplugged : Releasing CRM's Strategic Value Douglas, Bligh, P
ISBN
9780471483045
Item Length
9.3in
Publisher
Wiley & Sons, Incorporated, John
Publication Year
2004
Type
Textbook
Format
Hardcover
Language
English
Item Height
0.8in
Author
Philip Bligh, Douglas Turk
Genre
Business & Economics
Topic
Customer Relations, Accounting / Managerial
Item Width
6.3in
Item Weight
16.7 Oz
Number of Pages
224 Pages

About this product

Product Information

Building and maintaining a customer-centered enterprise cost-effectively is a hot topic and key business issue. This book provides the definitive work on how to derive return from investment. It shows readers strategies for successful CRM implementation into a company, and how to achieve a good ROI through CRM, and also details best practices.

Product Identifiers

Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0471483044
ISBN-13
9780471483045
eBay Product ID (ePID)
6072144

Product Key Features

Author
Philip Bligh, Douglas Turk
Format
Hardcover
Language
English
Topic
Customer Relations, Accounting / Managerial
Publication Year
2004
Type
Textbook
Genre
Business & Economics
Number of Pages
224 Pages

Dimensions

Item Length
9.3in
Item Height
0.8in
Item Width
6.3in
Item Weight
16.7 Oz

Additional Product Features

Lc Classification Number
Hf5415.5.T864 2004
Publication Name
Crm Unplugged : Releasing Crm's Strategic Value
Table of Content
Foreword. Preface. Acknowledgments. 1. A New, More Strategic Approach to CRM. Industry Leaders Show the Way. A Clearer Definition of CRM Is Required. Three Lessons from Leaders. Key Points. 2. A Review of CRM Failures. What Went Wrong with CRM. CRM Contributes to a Scary Halloween for Hershey. Why CRM Projects Fail. Key Points. 3. Strategy First: Aligning CRM with Company Strategy. Using an Analytical Framework for Defining Strategy. Distinguishing Competitive Advantage from Other Types ofBenefits. How Competitive Advantage Manifests Itself in Operations. Identify CRM Initiatives That Fortify Competitive Advantage. Key Points. 4. Customer Intelligence: The Science of Customer Insight. How Harrah?s Used Customer Insight to Turn the Tables onthe Gaming Industry. Seven Dimensions of Customer Insight. Define a Scientific Process for Leveraging Customer Insight. Building Blocks Required to Implement a Customer InsightInfrastructure. Key Points. 5. Demand Visibility and Response. Demand Visibility. Best Practices for Increased Visibility. Responding to Market Demand. Best Practices for Demand Responsiveness. Science of Revenue Management. Power of Pricing. Key Points. 6. An Enterprise-Wide Approach to CRM. What Is Customer Strategy and How Does It Help? How Customer Strategy Relates to Corporate and FunctionalStrategy. Key Components of an Effective Customer Strategy. Enterprise Marketing Management: How Customer StrategyIntegrates with Marketing Strategy. Key Points. 7. Implementing CRM Successfully. Implementation Guidelines for Success. Key Points. Epilogue: The Future of CRM. New Marketing Approaches. Understanding Financial Metrics Related to Customers. New Management Approaches Based on Predictive Analysis. Continuous Optimization of Operations. Leveraging Emerging and Specialized Technologies. Harnessing the Benefits of Outsourcing. Index.
Copyright Date
2004
Lccn
2003-025014
Dewey Decimal
658.8/12
Intended Audience
Scholarly & Professional
Dewey Edition
22
Illustrated
Yes

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