Kincaid, Judith W. <br/><br/>
Customer relationship management :  getting it right! / 
Judith W. Kincaid 
 - Upper Saddle River, N.J. :  Prentice Hall PTR,  c2003. 
 - xxvii, 480 p. :  ill. ;  24 cm. 
 - Hewlett-Packard professional books .
<br/><br/>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? 
<br/><br/><label>ISBN: </label>013035211X 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations--Management.
<br/><br/><label>Dewey Class. No.: </label>658.812  / KIN