Performance driven CRM : how to make your customer relationship management vision a reality
著者
書誌事項
Performance driven CRM : how to make your customer relationship management vision a reality
Wiley, c2002
大学図書館所蔵 全9件
  青森
  岩手
  宮城
  秋田
  山形
  福島
  茨城
  栃木
  群馬
  埼玉
  千葉
  東京
  神奈川
  新潟
  富山
  石川
  福井
  山梨
  長野
  岐阜
  静岡
  愛知
  三重
  滋賀
  京都
  大阪
  兵庫
  奈良
  和歌山
  鳥取
  島根
  岡山
  広島
  山口
  徳島
  香川
  愛媛
  高知
  福岡
  佐賀
  長崎
  熊本
  大分
  宮崎
  鹿児島
  沖縄
  韓国
  中国
  タイ
  イギリス
  ドイツ
  スイス
  フランス
  ベルギー
  オランダ
  スウェーデン
  ノルウェー
  アメリカ
注記
Includes index
内容説明・目次
内容説明
How to tell if--and how much--CRM is working in your firm Enthusiastically adopted by many firms as the way of the future, Customer Relationship Management is now facing its toughest challenge yet: the company evaluation. Measuring what gains CRM has made for your company, if any, is sound business. And Performance--Driven CRM lets you determine how sound your investment in CRM has been, with practical tools for measuring and monitoring CRM initiatives and its impact on operations and the bottom line. Fully equipped with questionnaires, assessment tools, exercises, and action plans, the book also contains case studies and best practice examples from PricewaterhouseCoopersa s global CRM practice, including FedEx, NEC, and Sears. With tips on e--business applications, the book describes how to use Web tools in research and what to measure in an Internet environment. This is an ideal resource for measuring--and maximizing--the return on your firma s CRM investment.
目次
Preface: What is Performance Driven CRM? PART ONE: DETERIMING AND ALIGNING THE CRM VISION. Chapter 1. Getting Started: The Need for a CRM Vision to Drive the Process. Chapter 2. The Myths and the Facts Surrounding CRM. PART TWO: CREATING PERFORMANCE DRIVEN CRM----THE THREE CRITICAL PERFORMANCE PROGRAMS. Chapter 3. Understanding Your Customer----The Customer Performance Program. Chapter 4. Understanding Your Organization----The Organizational Performance Program. Chapter 5. Committing to Continuous Improvement in Quality Service----The Quality Service Performance Program. PART THREE: THE TOOLS TO BUILD AND ENABLE THE PERFORMANCE PROGRAMS. Chapter 6. The Tools and Technology Required for Creating the Customer Performance Program. Chapter 7. The Tools and Technology Required for Creating the Organizational Performance Program. Chapter 8. The tools and Technology Required for the Quality Service Performance Program. PART FOUR: LEADING PRACTICES IN CREAING PERFORMANCE DRIVEN CRM. Chapter 9. Linking the Customer Performance Program and the Quality Service Program. Chapter 10. Staying the Course----Focusing on Your People. Chapter 11. Conclusion----How to Ensure that Performance Driven CRM Becomes a Reality: Watch Out for these Pitfalls. Appendix A: Glossary. Appendix B. Building Your Performance Improvement Plan (PIP). Index.
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