Customer Relationship Management (Briefcase Books Series)
Tips and Tools for Creating­­and Sustaining­­Profitable, Long-Term Customer RelationshipsIn today's impersonal, arms-length marketplace, customer loyalty is rapidly becoming a thing of the past.Customer Relationship Managementbrings it back to the foreground, providing easy-to-apply solutions and strategies for establishing meaningful bonds with your customers and turning them into reliable, lifelong partners. This latest addition to McGraw-Hill's successful Briefcase Books series provides you with:Practical advice for choosing and implementing a CRM strategyA review of database tools for capturing­­and managing­­valuable customer informationProven techniques for translating an effective CRM strategy to the e-commerce environmentEven as markets change, effective customer relationship management remains a question of knowing your customers, understanding their wants and needs, and establishing long-term, mutually beneficial relationships. LetCustomer Relationship Managementsupply you with easy-to-apply solutions to your everyday CRM questions, and show you how to design a CRM approach that is responsive, flexible, and personalized to each customer.Briefcase Books,writtenspecificallyfor today's busy manager, feature eye-catching icons, checklists, and sidebars to guide managers step-by-step through everyday workplace situations. Look for these innovative design features to help you navigate through each page:Clear, concise definitions of CRM terms and jargonTips for being smart when managing difficult customer situationsHow-to hints of the pros for smooth, successful CRM effortsPractical advice to avoid mistakes when dealing with customersWarning signs for where things could go wrongCase studies of how others have achieved successful CRMSpecific procedures for implementing CRM strategy