Customer Relationship Management
A Strategic Imperative in the World of E-business
By (author) PricewaterhouseCoopers
Customer Relationship Management by PricewaterhouseCoopers
Book DescriptionIn order to compete effectively in the marketplace, organizations must be customer-focused, not product focused. Customer relationship management (CRM) is the way to integrate this approach throughout an organization. This book covers all aspects of CRM, including developing a market-oriented strategy, innovating in products and services, sales and channels transformation, customer relationship marketing, and customer care. It shows how CRM links with people, process, and technology to optimise an enterprise's revenue and profits and provide maximum customer satisfaction.
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Book DetailsISBN: 9780471644095
(229mm x 152mm x 26mm)
Imprint: John Wiley and Sons
Publisher: John Wiley and Sons Ltd
Publish Date: 14-Jun-2000
Country of Publication: Canada
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Author Biography - PricewaterhouseCoopers
Stanley A. Brown is the Contributing Editor of Customer Relationship Management and a Partner in the Customer Relationship Management (CRM) consulting practice at PricewaterhouseCoopers. He leads PricewaterhouseCoopers' International Centre of Excellence in Customer Care. He is a frequent speaker on the topic of customer care, and writes regularly for newsletters and magazine around the globe. He is the author of five previous books: Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability (Wiley, 1999), Breakthrough Customer Service: Best Practices of Leaders in Customer Support (Wiley, 1997), What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers (Wiley, 1995), Total Quality Service, and Creating the Service Culture.
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