9780201730623

The CRM Handbook A Business Guide to Customer Relationship Management

  • ISBN 13:

    9780201730623

  • ISBN 10:

    0201730626

  • Edition: 1st
  • Format: Paperback
  • Copyright: 08/09/2001
  • Publisher: Addison-Wesley Professional

Note: Not guaranteed to come with supplemental materials (access cards, study guides, lab manuals, CDs, etc.)

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Summary

The author takes on a cross-functional view of planning and implementing a CRM program from both technical and business vantage points. This book introduces CRM in a concise and easy-to-understand way. It will take on some of the well-worn buzzwords and put them in context and offer real case studies of both CRM successes and failures. It will also cover the range of CRM applications, from sales force automation to help desk support, to marketing automation, to e-CRM, and beyond

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