Accelerating Customer Relationships

Using Crm and Relationship Technologies

Ronald S. Switf

475 pages, parution le 15/10/2000

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Résumé

Leverage people, processes, activities, information, and technologies to...

Acquire new, more profitable customers
Build long-term customer loyalty
Serve every customer as an individual
Drive powerful marketing opportunities
Increase profits and shareholder value!

The start-to-finish guide to breakthrough customer relationship management!

In Accelerating Customer Relationships, a world-renowned CRM expert
shows you how to build knowledge "infostructures" that deliver
breakthrough profitability and customer loyalty. Ronald S. Swift walks you step
by step through integrating every customer touchpoint: retail, Web, call center,
and beyond. Swift covers every aspect of enterprise-wide relationship
management—strategies, processes, partnerships, platforms, software,
methodologies, and more. Through proven methods, practical examples, and case
studies, you'll discover how to create the customer-centric environment to:

Identify what your most profitable customers share in common-then find more
customers just like them!
Shorten your sales cycle by anticipating your customer's requirements and
expectations more accurately
Manage your channel partnerships and other relationships more profitably
Maintain customer privacy and confidentiality while gaining the benefits of
profiling
Calculate the economic value of customer relationship management
Discover the key factors that make or break CRM for your organization

The high-value, loyal customer is the #1 key focal point for growth
organizations worldwide! Today's relationship technologies give you an
unprecedented opportunity to strengthen and deepen the customer relationships
you care about most. Ronald S. Swift can show you how to do it-before your
competitors do!

Contents

1. Managing Customer Relationships 1:1
2. Defining Your CRM Process.
3. The Role of Information Technology.
4. Learning from Information: Data Mining.
5. The Stages of Growth for CRM and Data Warehouse.
6. Data Warehouse Methodology.
7. Building the CRM Data Warehouse and Info-Structure.
8. Critical Success Factors for CRM and DW.
9. Data Privacy: Ensuring Confidence.
10. Implementing Privacy and Customer Views.
11. The @ctive Data Warehouse.
12. The Economic Value of CRM.
13. The Strategic View of Data Warehousing and CRM.
14. How Companies Succeed Using CRM, Data Warehousing, and Relationship Technologies.
15. Studies of Communications Industry Implementations.
Appendix A: Author's End Notes and Acknowledgments.
Appendix B: Bibliography/References. Index.

L'auteur - Ronald S. Switf

Ronald S. Swift is Vice President and a key Strategist for Customer Knowledge Solutions at NCR Corporation, the world's leading provider of Relationship Technologies that expand and enhance relationships with customers

Caractéristiques techniques

	PAPIER
Éditeur(s)	Prentice Hall
Auteur(s)	Ronald S. Switf
Parution	15/10/2000
Nb. de pages	475
Format	18 x 24
Couverture	Relié
Poids	949g
Intérieur	Noir et Blanc
EAN13	9780130889843