HOME | BESTSELLERS | NEW RELEASES | PRICE WATCH | FICTION | BIOGRAPHIES | E-BOOKS |
+ PRICE WATCH
* Amazon pricing is not included in price watch
Customer Relationship Management: The Bottom Line to Optimizing Your Roi (NetEffect Series) Book
/*9906J-4, 0-13-099069-8, Anton, Jon, Customer Relationship Management, 2/e*/ Cutting-edge in perspective, this book presents innovative proven methods for determining whether a 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. It emphasizes 1) that it is the cost of training both customer service personnel and customers which makes or breaks a new technology implementation, and 2) that the path for success is obtaining and using data measures from customer contact centers to create cost/benefit and return on investment calculations. Throughout, readers see through measurable data-containing examples how the theory is applied with great success by various real-life companies. Thinking Outside the CRM Box. Start with the People. The Secret to Risk Management of CRM: People. The CRM Successful People Process (CRM SPP): The Key to Opening Up Employees to Change. Teams and Their Impact on CRM Implementations. Why Should You Measure Customer Service? Customer Lifetime Value Calculations. Benchmarking Your CRM Center. Measuring People Who Provide Service. The ROI of Training that Impacts the Bottom Line. Using Technology the Smart Way: ROI of Improved Customer Service by an Airline. Measuring Process: Promises, PromisesService Level Let Downs vs. SP3M. Technology that Optimizes CRM. For a variety of executives, managers, and consultants in companies with customer service departments.Read More
from£21.99 | RRP: * Excludes Voucher Code Discount Also available Used from £4.70
- 0130990698
- 9780130990693
- Dr. Jon Anton, Natalie L. Petouhoff PH.D.
- 26 December 2001
- Prentice Hall
- Paperback (Book)
- 272
- 2
As an Amazon Associate we earn from qualifying purchases. If you click through any of the links below and make a purchase we may earn a small commission (at no extra cost to you). Click here to learn more.
-
Zilli Light£13.70
Would you like your name to appear with the review?
We will post your book review within a day or so as long as it meets our guidelines and terms and conditions. All reviews submitted become the licensed property of www.find-book.co.uk as written in our terms and conditions. None of your personal details will be passed on to any other third party.
All form fields are required.