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

By: Kincaid, Judith W.
Series: Hewlett-Packard professional books. Publisher: Upper Saddle River, N.J. : Prentice Hall PTR, c2003Description: xxvii, 480 p. : ill. ; 24 cm.ISBN: 013035211X.Subject(s): Customer relations -- ManagementDDC classification: 658.812
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?
Item type Current location Shelf location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU

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

 658.812 KIN (Browse shelf) 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?