Hello World, this is a test. ×

Dear Customer, If you wish to purchase more than 5 copies or in bulk, please contact our bulk purchase department at [email protected]

×

Login

Please enter your login details

×

Forgot Password?

It happens, just reset it in a minute

Sorry, incorrect details. ×
Welcome back pal! ×

Register

×

Please enter your User Name, email ID
and a password to register

No CVV Stored

Our website will not store CVV of your card.

Safe & Secure

Our website is secured by 256 bit SSL encryption issued by Verisign Inc, making your shopping at Sapnaonline as secure as possible.

International Shipping

at best shipping prices!

If you need any of your orders' to be delivered outside of India, please reach out to us via our contact us page with the product details and delivery location for us to quote you the best possible shipping price. You can also drop in a mail at [email protected]

Notify Me

We will send an email as soon as we get it in stock.

Write a Testimonial

Few good words, go a long way, thanks!

×

Personalize Gift card

We will send an email to receiver for gift card.

×

Track Order

Enter Order ID & Email Address to track your Order.

Check Your Sapna Gift Card Balance

(Card can be redeemed only at Sapna Retail Outlets)

Reminder: Free shipping if your order is above `199
Notification Alert
We offer free shipping for all orders above `199. To avail this offer, add another item of `0 or more from our wide range of quality books available at SapnaOnline.com
Checkout

Reset Pincode

Submit a Review

Sorry, incorrect details. ×
Customer Relationship Management
Review Rating

(Click on below image to change)

Customer Relationship Management

(Click on image to Zoom)

Customer Relationship Management

Judith W Kincaid

Published by Pearson Education Limited | Language - English | Binding - Paper Back

Average Rating (207 Customers)

` 679 (5% off) ` 645

+ The price is inclusive of GST.
+ Free Shipping (for orders above `199).

Description

Description
This book tells you howto build a successful CRM program. Starting with a brief review ofthe state of the marketplace as we entered the 21st century, itprovides a working definition of CRM and describes the elements ofthe total customer experience, focusing on the front-endorganizations that directly touch the customer. This book shows youhow to identify the elements of CRM that are most important foryour organization, how to determine your specific requirements andhow to implement the infrastructure necessary to support your toppriorities. Kincaid has the book organized around a process thatcan be used to achieve real results.
For Sale in Indiansubcontinent only

  • Speaks to both the managerial and technical aspects of CRM and how these components need to interact to be successful.
  • Real case studies, process examples and templates to make it easy to get started and then repeat the small steps.
  • Written by the former Director of CRM for HP, now in business for herself.


  1. CRM: Is It Right For Your Company?
    1. Commerce in the 21st Century.
    2. The Case for Customer Relationship Management.
    3. What Is CRM?
    4. e-CRM-Whats the Difference?
  2. CRM: Planning It Right.
    1. Understanding the Method.
    2. Get Ready: Avoiding Common Barriers.
    3. Get Set: Organizing for Success.
    4. Go! Developing Your CRM Strategy.
    5. Launching a Project.
  3. CRM: Building It Right.
    1. Building Infrastructure Components.
    2. Understanding the Information Component.
    3. Understanding the Process Component.
    4. Understanding the Technology Component.
    5. Understanding the People Component.
    6. Managing the Project.
  4. CRM: Using It Right.
    1. Integrating Components.
    2. Finding the "Right" Customers.
    3. Delivering the Customer Offer.
    4. Evaluating Project Results.
  5. CRM: Keeping It Right.
    1. Managing Quality Information As a Company Asset.
    2. Designing Quality Systems for a Competitive Advantage.
    3. Customer Privacy: Seize Your Opportunity.
    4. CRM: You Got It, Right?

Details

Book: Customer Relationship Management
Author:
ISBN-13: 9788177581348
Product Code EBK0075628
Binding: Paper Back
Publishing Date: 2009
Publisher: Pearson Education Limited
Language: English

Customer Reviews

Loading reviews. Please wait...
Check Delivery Status
Dispatched in 4-9 working days.
Check Delivery Status
Available options for this porduct
Availability In Stock
Hurry up!!! Start Shopping. Before stock lasts.
Guaranteed service
Assured best in class service and support.
International Shipping available
If you need any of your orders' to be delivered outside of India, please reach out to us via our contact us page with the product details and delivery location for us to quote you the best possible shipping price. You can also drop in a mail at [email protected]