CRM Redefining Customer Relationship Management 1st Edition by Jeffrey Peel ISBN 0080503448 9780080503448

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Product details:

ISBN 10: 0080503448
ISBN 13: 9780080503448
Author: Jeffrey Peel

In CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way organizations do business. At a technology level, CRM is increasingly about conjoined best-of-breed applications delivered via portal technologies. At a business level, it is beginning to invade traditional territories occupied by brand management or customer support. Peel shows companies how to make the shift to the new paradigm.

CRM Redefining Customer Relationship Management 1st Table of contents:

1. The New Customer Challenge
2.  CRM Technology and CRM: The Need for a Communication-Centric Approach
3.  The Analyst’s View of CRM
4.  The Application Revolution and Its Implications for CRM
5. Analytical CRM; Dot-Com CRM Red Herrings and Introducing CMR (and DCM)
6.  A Role for Marketing-Oriented CRM Technologies
7. Selecting Vendor Solutions; Defining CRM Processes
8.  A Researched Approach to CRM
9. Conclusion
10. Glossary
11. Vendor Directory
12.  About the Author
13.  Index

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Tags: Jeffrey Peel, CRM Redefining, Relationship Management