000			01750nam a2200217 4500
001			vtls002762360
003			MY-SjTCS
005			20200226103844.0
008			110218s2003 njua 00 eng
020			_a013035211X
039		9	_a201102181242 _bVLOAD _c200712061846 _dmalathy _y200407271953 _zVLOAD
082	0	4	_a658.812 _bKIN
100	1		_aKincaid, Judith W. _916406
245	1	0	_aCustomer relationship management : _bgetting it right! / _cJudith W. Kincaid
260			_aUpper Saddle River, N.J. : _bPrentice Hall PTR, _cc2003.
300			_axxvii, 480 p. : _bill. ; _c24 cm.
440		0	_aHewlett-Packard professional books _9106327
505	0		_aPt. 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?
650		0	_aCustomer relations _xManagement. _915515
920			_aTCHT : 660007, 666491
999			_c28870