- Hardcover: 356 pages
- Publisher: John Wiley & Sons (14 Jun 2000)
- Language English
- ISBN-10: 0471644099
- ISBN-13: 978-0471644095
- Product Dimensions: 23.1 x 16 x 2.8 cm
- Average Customer Review: 3.2 out of 5 stars See all reviews (4 customer reviews)
- Amazon Bestsellers Rank: 646,577 in Books (See Top 100 in Books)
- See Complete Table of Contents
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Product Description
Internet Business, February 2001
"The book is comprehensive, coherent and readable - a tribute to the editor - and features a wealth of case study material. It aims to provide a clear road map for companies wishing to implement CRM."
Review
"This book is not an academic exercise in the concept of CRM, rather, it is a hands on, ′live′ account of how to apply CRM to increase revenues. It highlights the need for development, segmentation and differentiation of channels, products and communication, ...capabilities required to create a sustainable, profitable and invincible customer relationship."
— Gunnar Brock, President and CEO, Tetra Pak International
— Gunnar Brock, President and CEO, Tetra Pak International
"Customer Relationship Management provides a customer–focused business strategy designed to optimize profitability, revenue, and customer satisfaction across all interaction channels. It highlights why a web strategy must now be additive to the existing CRM strategy to create a ′longitudinal view′ of the organization that is more engaging to the customer and results in a more satisfying relationship."
— Michael Maoz, Research Director, CRM Practice, Sales Leadership Strategies, GartnerGroup
"This book is must reading for companies that want to be more competitive. It provides businesses with thought–provoking solutions to consider in their quest for superior results."
— J.A. Sinex, III, Manager, Customer Care Services Center, Global Services Business, DuPont Company
"Customer Relationship Management provides a structure for those wanting to create optimal relationships with their strategic customers. It provides an important e–business perspective and a practitioner′s guide to lessons learned."
— Larry Flynn, Vice President Merchandising, LCBO
"Customer Relationship Management provides the reader with an impressive array of specific examples and best practices that illustrate a step–by–step approach to customer care. It provides practical advice and guidance to move an organization along the CRM journey."
— Steve Hoisington, Vice President Quality, Johnson Controls, Inc.
Inside This Book
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First Sentence
What exactly is CRM and why is everybody so concerned about it? Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Back Cover
What exactly is CRM and why is everybody so concerned about it? Read the first page
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Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Back Cover
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Most Helpful Customer Reviews
1 of 1 people found the following review helpful:
2.0 out of 5 stars
Long on words, short on insights,
By A Customer
This review is from: Customer Relationship Management: A Strategic Imperative in the World of E-business (Pricewaterhouse Coopers) (Hardcover)
The PWC book is a collection of chapters written by practice managers from each PWC region and discipline. It starts well, giving a good set of frameworks within which one could view the discipline of CRM. However, after a promising start, it then struggles to communicate true insights into how the organisations of today make a difference to the customer, and a difference to the organisations deploying the best CRM systems. Case studies are plentiful, but lack detail and metrics. I had hoped for more from this book - but try it out yourself as your needs may have been different to mine.
1 of 1 people found the following review helpful:
1.0 out of 5 stars
A loose collection of poorly worded articles,
By A Customer
This review is from: Customer Relationship Management: A Strategic Imperative in the World of E-business (Pricewaterhouse Coopers) (Hardcover)
I was looking forward to reading the combined wisdom of a "global leader" in the implementation of CRM solutions. Reading the book left me disappointed that PwC have simply lumped together a set of almost unrelated musings by consultants from around the world. The English is turgid and packed full of statements of the blindingly obvious. As a CRM consultant I worry that this kind of material gives consulting an even worse name than it already has. Peppers and Rogers work may appear less academic and more "chatty" but at least it is readable, memorable, and therefore has a chance of being usable.
5.0 out of 5 stars
Simply excelent...,
By A Customer
This review is from: Customer Relationship Management: A Strategic Imperative in the World of E-business (Pricewaterhouse Coopers) (Hardcover)
I have found this book very enlighting. It is full of insight and is extremely well written. From the scholar point of view, it includes market-oriented strategy, innovation in products and services, customer relationship marketing, and customer care. I imagine the PwC practice will achieve excelent results in the coming months with its CRM projects ;-)
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