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EBOOK
Author Anderson, Kristin, 1962-
Title Customer relationship management / Kristin Anderson, Carol Kerr.
Imprint New York : McGraw-Hill, 2002.

LOCATION CALL # STATUS MESSAGE
 OHIOLINK NETLIBRARY EBOOKS    ONLINE  
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Author Anderson, Kristin, 1962-
Series Briefcase books series
Briefcase books series.
Subject Customer relations.
Alt Name Kerr, Carol.
LOCATION CALL # STATUS MESSAGE
 OHIOLINK NETLIBRARY EBOOKS    ONLINE  
View online
Author Anderson, Kristin, 1962-
Series Briefcase books series
Briefcase books series.
Subject Customer relations.
Alt Name Kerr, Carol.
Description 1 online resource (xii, 164 pages) : illustrations.
Note Includes index.
Print version record.
Contents Customer Relationship Management; Copyright; Contents; Preface; Content Highlights; Special Features; Acknowledgments; About the Authors; Customer Relationship Management Is Not an Option; Customer Relationship Management Defined; Technology Does Not Equal Strategy; The Power of CRM; CRM Success Factors; CRM Is Here to Stay; Manager's Checklist for Chapter 1; The Customer Service/ Sales Profile; Why Call It the Customer Service/Sales Profile?; The Three Levels of Service/Sales; The Shape of Your Custom Service/Sales Profile; Pitfalls of the Customer Service/Sales Profile; CRM and Your Profile.
Manager's Checklist for Chapter 2Managing Your Customer Service/ Sales Profile; Sonjia's Contact Center; Maurice's Food Brokerage; Managing Initial or Stand-Alone Transactions; Managing for Repeat Business; Managing for Customer Advocacy; Manager's Checklist for Chapter 3; Choosing Your CRM Strategy; CRM Strategy Starting Points; Picking the Players; Preparing for Your First Meeting; The CRM Strategy Creation Meeting(s); Identify Potential Strategies; CRM Strategy Selection; Manager's Checklist for Chapter 4; Managing and Sharing Customer Data; Return to Your Strategies; Data vs. Information.
Managing Customer Information-DatabasesEthics and Legalities of Data Use; Manager's Checklist for Chapter 5; Tools for Capturing Customer Information; Where to Get the Data and Information; The Computer Is Your Friend (but Not Always Your Best Friend); Believe It or Not; Manager's Checklist for Chapter 6; Service-Level Agreements; Service-Level Agreements Defined; Three Keys to Effective SLAs; Creating an SLA; Using SLAs to Support Internal Customer Relationships; Making SLAs Work; Manager's Checklist for Chapter 7; E-Commerce: Customer Relationships on the Internet; CRM on the Internet.
Choosing the Right VehicleThree Rules for Success on the Road to E-Commerce; What Does the Future Hold?; Manager's Checklist for Chapter 8; Managing Relationships Through Conflict; Managing the Moment of Conflict; "But 'Nice' Never Bought Me a Customer"; Customer Relationship Management Is an Early Warning System; What if the Customer Is the Problem?; Manager's Checklist for Chapter 9; Fighting Complacency: The "Seven- Year Itch" in Customer Relationships; But They Love Me!; The Illusion of Complacency; Customer Needs Change; Make Parting Such Sweet Sorrow; Renew Your Vows.
Manager's Checklist for Chapter 10Resetting Your CRM Strategy; Ready, Set, Reset!; Phase 1. Are You Hitting Your Target?; Phase 2. Does Your CRM Strategy Work for Your People?; Phase 3. Time for Change; Closing Words; Manager's Checklist for Chapter 11; Index.
Note English.
Bibliography Note Includes index.
ISBN 0071394125 (electronic bk.)
9780071394123 (electronic bk.)
0071379541
9780071379540
OCLC # 49570032
Additional Format Print version: Anderson, Kristin, 1962- Customer relationship management. New York : McGraw-Hill, 2002 0071394125


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