Customer Relationship Management (2nd Edition)

Dr Jon Anton Jon Anton

ISBN 10: 0130990698 / ISBN 13: 9780130990693

Published by Prentice Hall, 2002

About this Item

Unbenutzte Restauflage Unbenutzt. Schnelle Lieferung, Kartonverpackung. Abzugsfähige Rechnung. Bei Mehrfachbestellung werden die Versandkosten anteilig erstattet. -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 ) 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 ). 254 pp. Englisch.

Seller Inventory # INF1000000801

Bibliographic Details

• Title: Customer Relationship Management (2nd Edition)
• Publisher: Prentice Hall
• Publication Date: 2002
• Language: English
• ISBN 10: 0130990698
• ISBN 13: 9780130990693
• Binding: Softcover
• Edition: 2nd Edition
• Condition: Neu
• Weight: 408 grams

About this title

Synopsis

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™) 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™).