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Name: Customer Relationship Management : The Bottom Line to Optimizing Your ROI. 2nd ed.
Author: Anton, Jon / Petouhoff, N. L.
ISBN: 978-0-13-099069-3

Customer Relationship Management : The Bottom Line to Optimizing Your ROI. 2nd ed.

・ISBN 978-0-13-099069-3 paper

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著者・編者	Anton, Jon / Petouhoff, N. L.,
シリーズ	Neteffect Series
出版社	(Prentice Hall, US)
出版年月	2002
ページ数	272 pp.
言語	ENG
ニュース番号	＜486-675＞

解説

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)).