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Customer relationship management : getting it right! / Judith W. Kincaid

By: Series: Hewlett-Packard professional booksPublication details: Upper Saddle River, N.J. : Prentice Hall PTR, c2003.Description: xxvii, 480 p. : ill. ; 24 cmISBN:
  • 013035211X
Subject(s): DDC classification:
  • 658.812 KIN
Contents:
Pt. 1. CRM: is it right for your company? 1. Commerce in the 21st century 2. The case for customer relationship management 3. What is CRM? 4. e-CRM-What's the difference? - Pt. 2. CRM: Planning it right: 5. Understanding the method. 6. Get ready: avoiding common barriers 7. Get set: organizing for success 8. Go! Developing your CRM strategy 9. Launching a project. - Pt. 3 CRM: Building it right: 10. Building infrastructure components. 11. Understanding the information component. 12. Understanding the process component. 13. Understanding the technology component. 14. Understanding the people component. 15. Managing the project. - Pt. 4 CRM: Using it right: 16. Integrating components. 17. Finding the "Right" customers 18. Delivering the customer offer. 19. Evaluating project results. - Pt. 5 CRM: Keeping it right: 20. Managing quality information as a company asset. 21. Designing quality systems for a competitive advantage. 22. Customer privacy: seize your opportunity. 23. CRM: You got it, right?
Holdings
Cover image Item type Current library Home library Collection Shelving location Shelf location Call number Materials specified Vol info Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Main Collection Taylor's Library-TU

Floor 4, Shelf 27 , Side 1, TierNo 4, BayNo 3

 658.812 KIN (Browse shelf(Opens below)) 1 Available SHTEx,70002,03,RA 5000097932

Pt. 1. CRM: is it right for your company? 1. Commerce in the 21st century 2. The case for customer relationship management 3. What is CRM? 4. e-CRM-What's the difference? - Pt. 2. CRM: Planning it right: 5. Understanding the method. 6. Get ready: avoiding common barriers 7. Get set: organizing for success 8. Go! Developing your CRM strategy 9. Launching a project. - Pt. 3 CRM: Building it right: 10. Building infrastructure components. 11. Understanding the information component. 12. Understanding the process component. 13. Understanding the technology component. 14. Understanding the people component. 15. Managing the project. - Pt. 4 CRM: Using it right: 16. Integrating components. 17. Finding the "Right" customers 18. Delivering the customer offer. 19. Evaluating project results. - Pt. 5 CRM: Keeping it right: 20. Managing quality information as a company asset. 21. Designing quality systems for a competitive advantage. 22. Customer privacy: seize your opportunity. 23. CRM: You got it, right?