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Product Description
Product Description
This reader-friendly series is must read for all levels of managers
All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations.
As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.
From the Publisher
Sidebars that are designed to break up the narrative and provide extra information, such as definitions (“key term”), tips (“smart managing”),anecdotes (“for example”), warnings (“caution”) and more.
Reader-friendly, both in style and in guiding readers carefully through the steps involved to successfully manage a project, from beginning to end.
Includes numerous examples of many different types of projects to help readers understand project management techniques and tools.
Carefully explains project management tools and techniques.
Reader-friendly, both in style and in guiding readers carefully through the steps involved to successfully manage a project, from beginning to end.
Includes numerous examples of many different types of projects to help readers understand project management techniques and tools.
Carefully explains project management tools and techniques.
Inside This Book
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First Sentence
employees to get the job done. Done right, CRM is both a strategy and a tool, a weapon, if you will. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
employees to get the job done. Done right, CRM is both a strategy and a tool, a weapon, if you will. Read the first page
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Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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4 reviews
9 of 9 people found the following review helpful
Practical CRM
29 Mar 2002
Format:Paperback
I've looked through a number of books on CRM in an effort to get a better handle on the topic and to find a good process for teaching the concepts to emploees in my company. I stumbled over Anderson & Kerr's take on CRM and found what I was looking for. Anderson and Kerr have captured the essence of CRM in a very practical, hands-on way. They have great examples from their lives and (I assume) the lives of their friends that adds texture and a realness that the other books I've looked at lacked. I really thought I understood CRM, but after reading this book I realized that I had missed the whole point -- Customer Relationship Management is about CUSTOMERS, not computers. Well worth the reading if you have anything to do with customers.
5 of 5 people found the following review helpful
Getting Past the Technology
29 April 2002
Format:Paperback
Perhaps the best recommendation I can give for this book occurs in one of the many little tip boxes scattered throughout this treasure trove of ideas, tips and tricks of the trade. This particular tip box says simply "Strategy Isn't Technology ...people confuse strategy and technology ... Insist that CRM technologies be referred to as CRM tools. Ask how each tool supports your CRM strategy."
This book provides the best antidote to that tendency we have today to mistake a software application for a full solution. Not only will this book show you how to get the most out of such CRM tools, but it also provides tips and ideas for managing the whole complex and essential business of Customer Realtionship Management.
6 of 7 people found the following review helpful
Packed with Knowledge!
23 Feb 2002
Format:Paperback
Despite the tens of millions dollars now being invested in new customer relationship management solutions, customer satisfaction with service dropped almost eight percent from 1994 to 2000, according a study by the University of Michigan's business school. Consultants Anderson and Kerr suggest some reasons why: a failure to distinguish between CRM strategy and CRM technology and a tendency to view meaningless data as useful information. We from getAbstract highly recommend this concise and thorough examination of CRM to all managers and students of business.
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