| Description |
1 online resource (xvii, 217 pages) : illustrations |
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text txt rdacontent |
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computer c rdamedia |
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online resource cr rdacarrier |
| Summary |
In CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way organizations do business. At a technology level, CRM is increasingly about conjoined best-of-breed applications delivered via portal technologies. At a business level, it is beginning to invade traditional territories occupied by brand management or customer support. Peel shows companies how to make the shift to the new paradigm. Defines the nature of new CRM niche solutions Provides entirely new types of functionality that mesh seamlessly Describes solutions focused solely on the needs of the customer. |
| Contents |
The New Customer Challenge; CRM Technology and CRM: The Need for a Communication-Centric Approach; The Analyst's View of CRM; The Application Revolution and Its Implications for CRM; Analytical CRM; Dot-Com CRM Red Herrings and Introducing CMR (and DCM); A Role for Marketing-Oriented CRM Technologies; Selecting Vendor Solutions; Defining CRM Processes; A Researched Approach to CRM; Conclusion; Glossary; Vendor Directory; About the Author; Index. |
| Bibliography |
Includes bibliographical references (pages 187-200) and index. |
| Note |
Print version record. |
| Subject |
Customer relations -- Management.
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BUSINESS & ECONOMICS -- Industrial Management.
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BUSINESS & ECONOMICS -- Management.
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BUSINESS & ECONOMICS -- Management Science.
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BUSINESS & ECONOMICS -- Organizational Behavior.
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Customer relations -- Management
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| Other Form: |
Print version: Peel, Jeffrey. CRM. Amsterdam ; Boston : Digital Press, ©2002 155558263X (DLC) 2002067237 (OCoLC)49551118 |
| ISBN |
9780080503448 (electronic bk.) |
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0080503446 (electronic bk.) |
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9781555582630 |
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155558263X |
| Standard No. |
AU@ 000054162634 |
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AU@ 000067073947 |
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CHBIS 005830324 |
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CHNEW 001006890 |
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CHVBK 16869753X |
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DEBBG BV039832171 |
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DEBBG BV042307555 |
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DEBBG BV043044676 |
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DEBSZ 405311567 |
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DEBSZ 422184667 |
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NZ1 12435475 |
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