Performance Driven Crm: How to Make Your Customer Relationship Management Vision a Reality

by Stanley A. Brown

How to tell if-and how much-CRM is working in your firm Enthusiastically adopted by many firms as the way of the future, Customer Relationship Management is now facing its toughest challenge yet: the company evaluation. Measuring what gains CRM has made for your company, if any, is sound business. And Performance-Driven CRM lets you determine how sound your investment in CRM has been, with practical tools for measuring and monitoring CRM initiatives...

• Format: Hardcover
• Language: English
• ISBN: 0470831618
• ISBN13: 9780470831618
• Release Date: March 2002
• Publisher: John Wiley & Sons
• Length: 320 Pages
• Weight: 1.22 lbs.
• Dimensions: 0.9" x 6.4" x 9.2"

Customer Reviews

Insightful!

Right or wrong, the customer is always the source of prosperity. Since your business depends on satisfying, keeping and increasing your customers, you'll be glad to know their happiness is in your hands. Stanley A. Brown and Moosha Gulycz describe how to start and run an effective Customer Relationship Management (CRM) program. First, understand your customer and your organization. Then, commit to improving quality, ever striving up hill. Though they stop blessedly short of saying, "just hire us," the authors/consultants explain how to use CRM techniques and measurement tools. The principles are familiar, but the detail-rich text uses visuals, questionnaires and case studies for deeper, hard-core teaching. All this nitty-gritty isn't for amateurs, so we from getAbstract know the target customers for this book: managers involved in customer relations; this door is for staff only.