Author: Melinda Nykamp
Publisher: AMACOM
Pages: 224
Language: English
ISBN: 081440622X
Description: Customer Relationship Management (CRM) is the buzz of the business world. Broader than the age-old principle that he customer is always right, CRM targets profitable ways to act on that premise, at all times, across all channels and functions--keeping the customer coming back for more. Now, THE CUSTOMER DIFFERENTIAL provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the step-by-step guidelines--complemented by illuminating case studies--on how to put into practice this powerful new directive, including how to: * Implement a four-step planning process to ensure a successful CRM initiative * Refocus the business and organize the entire company around CRM * Support CRM using metrics and analytics, as well as systems and technology * Transform customer interactions in every department, and at every customer touchpoint.
Price: $9.94
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