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Customer Relationship Management The Bottom Line to Optimizing Your Roi (Paperback)

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Customer Relationship Management Anton, Jon/ Petouhoff, Natalie L. 1 of 1
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Format: Paperback
ISBN-10: 0130990698
ISBN-13: 9780130990693
Sku: 30972880
Publish Date: 4/10/2007
Dimensions:  (in Inches) 9.5H x 7L x 0.25T
Pages:  272
Edition Number:  2
Age Range:  NA
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For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior.

Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. Throughout, students see through measurable data-containing examples how CRM theory is applied with great success by various real-life companies. They learn 1) the scientific reasons why people resist change, 2) a process to deal with it (Successful People Process SSP(TM)) and a process to measure the results in an on-going manner, and 3) how to tie those measure results to the bottom-line (SP3M(TM)).

From the Publisher:
Cutting-edge in perspective, this book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It emphasizes 1) that it is the cost of training both customer service personnel and customers which makes or breaks a new technology implementation, and 2) that the path for success is obtaining and using data measures from customer contact centers to create cost/benefit and return on investment calculations. Throughout, readers see through measurable data-containing examples how the theory is applied with great success by various real-life companies. Thinking Outside the CRM Box. Start with the People. The Secret to Risk Management of CRM: People. The CRM Successful People Process? (CRM SPP?): The Key to Opening Up Employees to Change. Teams and Their Impact on CRM Implementations. Why Should You Measure Customer Service? Customer Lifetime Value Calculations. Benchmarking Your CRM Center. Measuring People Who Provide Service. The ROI of Training that Impacts the Bottom Line. Using Technology the Smart Way: ROI of Improved Customer Service by an Airline. Measuring Process: Promises, Promises-Service Level Let Downs vs. SP3M?. Technology that Optimizes CRM. For a variety of executives, managers, and consultants in companies with customer service departments.Cutting-edge in perspective, this book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It emphasizes 1) that it is the cost of training both customer service personnel and customers which makes or breaks a new technology implementation, and 2) that the path for success is obtaining and using data measures from customer contact centers to create cost/benefit and return on investment calculations. Throughout, readers see through measurable data-containing examples how the theory is applied with great success by various real-life companies. Thinking Outside the CRM Box. Start with the People. The Secret to Risk Management of CRM: People. The CRM Successful People Process™ (CRM SPP™): The Key to Opening Up Employees to Change. Teams and Their Impact on CRM Implementations. Why Should You Measure Customer Service? Customer Lifetime Value Calculations. Benchmarking Your CRM Center. Measuring People Who Provide Service. The ROI of Training that Impacts the Bottom Line. Using Technology the Smart Way: ROI of Improved Customer Service by an Airline. Measuring Process: Promises, Promises—Service Level Let Downs vs. SP3M™. Technology that Optimizes CRM. For a variety of executives, managers, and consultants in companies with customer service departments.

Product Attributes

Product attributeBook Format:   Paperback
Product attributeEdition:   0002
Product attributeNumber of Pages:   0272
Product attributePublisher:   Prentice Hall
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