Customer Relationship Management: Strategic Imperative in the World of E-Business: A Strategic Imperative in the World of E-business - Rilegato

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9780471644095: Customer Relationship Management: Strategic Imperative in the World of E-Business: A Strategic Imperative in the World of E-business

Rilegato

ISBN 10: 0471644099 ISBN 13: 9780471644095

Casa editrice: John Wiley & Sons Inc, 2000

Maximize customer satisfaction and maximize your bottom line

Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction.
* Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care

Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.

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Recensione:

"This book is not an academic exercise in the concept of CRM, rather, it is a hands on, ′live′ account of how to apply CRM to increase revenues. It highlights the need for development, segmentation and differentiation of channels, products and communication, ...capabilities required to create a sustainable, profitable and invincible customer relationship."
Gunnar Brock, President and CEO, Tetra Pak International

"Customer Relationship Management provides a customer–focused business strategy designed to optimize profitability, revenue, and customer satisfaction across all interaction channels. It highlights why a web strategy must now be additive to the existing CRM strategy to create a ′longitudinal view′ of the organization that is more engaging to the customer and results in a more satisfying relationship."
Michael Maoz, Research Director, CRM Practice, Sales Leadership Strategies, GartnerGroup

"This book is must reading for companies that want to be more competitive. It provides businesses with thought–provoking solutions to consider in their quest for superior results."
J.A. Sinex, III, Manager, Customer Care Services Center, Global Services Business, DuPont Company

"Customer Relationship Management provides a structure for those wanting to create optimal relationships with their strategic customers. It provides an important e–business perspective and a practitioner′s guide to lessons learned."
Larry Flynn, Vice President Merchandising, LCBO

"Customer Relationship Management provides the reader with an impressive array of specific examples and best practices that illustrate a step–by–step approach to customer care. It provides practical advice and guidance to move an organization along the CRM journey."
Steve Hoisington, Vice President Quality, Johnson Controls, Inc.

L'autore:

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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