Operations and Process Management: Principles and Practice for Strategic Impact by Prof Nigel Slack |
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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."
Product Description
Maximize customer satisfaction and maximize your bottom line
Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today′s marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer–facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization′s current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise′s revenue and profits by first providing maximum customer satisfaction.
∗ Covers developing a market–oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care
Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.
Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today′s marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer–facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization′s current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise′s revenue and profits by first providing maximum customer satisfaction.
∗ Covers developing a market–oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care
Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.
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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