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Name: Performance-Driven CRM : How to Make Your Customer Relationship Management Vision a Reality.
Author: Brown, Stanley A. / Gulycz, M.
ISBN: 978-0-470-83161-8

Performance-Driven CRM : How to Make Your Customer Relationship Management Vision a Reality. 成果に動かされる顧客関係性管理

・ISBN 978-0-470-83161-8 cloth

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著者・編者	Brown, Stanley A. / Gulycz, M.,
出版社	(Wiley, US)
出版年月	2002
ページ数	272 pp.
言語	ENG
ニュース番号	＜488-565＞

解説

How to tell if--and how much--CRM is working in your firm Enthusiastically adopted by many firms as the way of the future, Customer Relationship Management is now facing its toughest challenge yet: the company evaluation. Measuring what gains CRM has made for your company, if any, is sound business. And Performance--Driven CRM lets you determine how sound your investment in CRM has been, with practical tools for measuring and monitoring CRM initiatives and its impact on operations and the bottom line. Fully equipped with questionnaires, assessment tools, exercises, and action plans, the book also contains case studies and best practice examples from PricewaterhouseCoopersa s global CRM practice, including FedEx, NEC, and Sears. With tips on e--business applications, the book describes how to use Web tools in research and what to measure in an Internet environment. This is an ideal resource for measuring--and maximizing--the return on your firma s CRM investment.