Customer Relationship Management: The Bottom Line to Optimizing Your ROI
For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior. Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service (by adding n...
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| Otros Autores: | , |
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
[Place of publication not identified]
Prentice Hall Imprint
2001
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| Edición: | 2nd edition |
| Colección: | Management skills, NetEffect series
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| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627069006719 |
| Sumario: | For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior. Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. Throughout, students see through measurable data-containing examples how CRM theory is applied with great success by various real-life companies. They learn 1) the scientific reasons why people resist change, 2) a process to deal with it (Successful People Process SSP™) and a process to measure the results in an on-going manner, and 3) how to tie those measure results to the bottom-line (SP3M™). |
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| Notas: | Bibliographic Level Mode of Issuance: Monograph |
| Descripción Física: | 1 online resource (xviii, 254 p. ) ill Available also in a print edition |
| Bibliografía: | Includes bibliographical references (p. 246-249) and index. |
