Author: Adrian Payne Publisher: Routledge ISBN: 1136400176 Category : Business & Economics Languages : en Pages : 460
Book Description
Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
Author: Duane E. Sharp Publisher: CRC Press ISBN: 1040080170 Category : Business & Economics Languages : en Pages : 220
Book Description
This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. It takes readers through the evolution of CRM- from its early beginning to today's sophisticated data warehouse-based systems. Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations. The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, the last chapter explores the benefits of a well-conceived CRM strategy.
Author: Lars Helgeson Publisher: John Wiley & Sons ISBN: 1119368979 Category : Business & Economics Languages : en Pages : 375
Book Description
Save time, save money, and grow your business with more effective CRM CRM For Dummies is the small business leader's guide to managing customer interactions. Customer relationship management is a critical part of any business, and it encompasses everything from business strategy and HR to sales, marketing, events, and more. Solutions exist for businesses of any size, but how do you know which one is right for you? What features do you need? Do you have the people and processes in place to get the most out of whichever one you choose? This book is designed to help business leaders better understand effective CRM and identify the right solution for their business—but it's about much more than software; effective CRM requires appropriate team structures, intradepartmental collaboration, and process efficiency. Packed with tactics and strategies that will save your company thousands of dollars and man-hours, these chapters answer the most pressing questions that will make the biggest impact on your sales. Building relationships with current and future customers is the critical point of business. This book helps you bring sales, marketing, and operations together to work toward that common goal, and shows you the tools and techniques that make your efforts more effective. Define your market segments, buyer personas, and voice Build an effective internal structure, and choose the right CRM solution Optimize leads and conduct effective email marketing Streamline processes, automate where possible, and employ analytics Your customers are the lifeblood of your company; you need to reach them, engage them, and retain them—without wasting precious time or money. CRM For Dummies gets you up to speed on the latest, most effective CRM tools and techniques to help your business succeed.
Author: Chandrakant Agarwal Publisher: SAP PRESS ISBN: 9781493210398 Category : Customer relations Languages : en Pages : 0
Book Description
Master the business processes and configuration for SAP Customer Relationship Management! This guide offers the details you need about key SAP CRM functionality and customization. Understand the key SAP CRM business processes and then configure the system for marketing, sales, and service. From master data to middleware to the web UI, get the answers you need to tailor SAP CRM for your own requirements.
Author: Norman MacLeod Publisher: Routledge ISBN: 1351954199 Category : Transportation Languages : en Pages : 177
Book Description
Building Safe Systems in Aviation provides a single source for those who need to progress beyond current models of Crew Resource Management (CRM) to developing safe systems in critical industries. Although the primary focus is on airline pilots, the principles apply to all sectors of aviation, particularly maintenance and cabin crew, as well as other high-risk industries. It systematically sets out the context of CRM and safe systems, the conduct of training, the resources needed by the facilitator and the processes required for the measurement of outcomes. Part One reviews the development of the human factors/CRM domain and examines the concepts of risk and safety. Part Two, primarily for new instructors, gives a guide to training delivery and also considers non-classroom situations, the role of debriefing, facilitation and the design of human factors courses. Part Three examines the measurement of training effectiveness, the design and implementation of behavioural markers and standardizing assessors. It concludes by looking at some of the broader issues associated with the management of CRM. The book's readership includes those who design, deliver or manage CRM and safety-related training within airlines and other companies.
Author: Konstantinos K. Tsiptsis Publisher: John Wiley & Sons ISBN: 1119965454 Category : Mathematics Languages : en Pages : 288
Book Description
This is an applied handbook for the application of data mining techniques in the CRM framework. It combines a technical and a business perspective to cover the needs of business users who are looking for a practical guide on data mining. It focuses on Customer Segmentation and presents guidelines for the development of actionable segmentation schemes. By using non-technical language it guides readers through all the phases of the data mining process.
Author: Paul Goodey Publisher: Packt Pub Limited ISBN: 9781782170525 Category : Computers Languages : en Pages : 426
Book Description
A practical guide which will help to discover how to setup and configure the Salesforce CRM application. It offers solutions and practical examples on how to further improve and maintain its functionality with clear systematic instructions. Being highly organized and compact, this book contains detailed instructions with screenshots, diagrams, and tips that clearly describe how you can administer and configure complex Salesforce CRM functionality with absolute ease.This book is for administrators who want to develop and strengthen their Salesforce CRM skills in the areas of configuration and system management. Whether you are a novice or a more experienced admin, this book aims to enhance your knowledge and understanding of the Salesforce CRM platform and by the end of the book, you should be ready to administer Salesforce CRM in a real-world environment.
Author: Adrian Payne
Author: Duane E. Sharp
Author: Alexander Hansal
Author: Dick Lee
Author: Lars Helgeson
Author: Chandrakant Agarwal
Author: Judith W. Kincaid
Author: Norman MacLeod
Author: Konstantinos K. Tsiptsis
Author: Paul Goodey