Customer Relationship Management: The Bottom Line to Optimizing Your Roi

Anton, Jon; Petouhoff, Natalie L.

ISBN 10: 0130990698 / ISBN 13: 9780130990693

Published by Prentice Hall, 2001

A copy that has been read, remains in good condition. All pages are intact, and the cover is intact. The spine and cover show signs of wear. Pages can include notes and highlighting and show signs of wear, and the copy can include "From the library of" labels or previous owner inscriptions. 100% GUARANTEE! Shipped with delivery confirmation, if you're not satisfied with purchase please return item! Ships via media mail. Seller Inventory # OTV.0130990698.G

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™).

Bibliographic Details

Title: Customer Relationship Management: The Bottom...
Publisher: Prentice Hall
Publication Date: 2001
Binding: Soft cover
Condition: good
Edition: 2nd Edition