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The business book. The
ultimate resource. How to
implement a customer relationship management strategy. Customer
relationship management. Is growing
rapidly. Has been
overhyped. Customer
centric. People and
technology. Critical to
successful E-commerce. Medium and
large organizations, small should do it manually. Frequently
asked questions. What makes a
CRM system? Why is CRM so
important to E-commerce? What are the
key benefits of CRM. Is CRM right
for every business. Making it
happened. Develop a
long-term vision and strategy. Develop a
return on investment model. Talk to your
customers. Talk to your
employees. Insure that
employees are properly trained and educated. Create a
single view of the customer. Carefully
consider integration issues. Selecting a
CRM vendor. The ASP
option for CRM. Common
mistakes. Forgetting
about the C in CRM. Not getting
the staff approval. Inability to
adapt CRM solutions quickly. Lack of
senior management's understanding and approval. Poor
integration. Automation
without common sense. End of data. |
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