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Cunningham, Michael J.

Customer relationship management - Oxford, England : Capstone Pub., 2002. - 124 pages ; - ExpressExec., Marketing .

"ExpressExec."
The ExpressExec is organized into ten core subject areas: Innovation -- Enterprise -- Strategy -- Marketing -- Finance -- Operations and technology -- Organizations -- Leading -- People -- Life and work.
Includes index.

Introduction to ExpressExec --
Introduction to CRM --
Definition of Terms --
Evolution of CRM --
E-Dimension --
Global Dimension --
State of the Art --
In Practice: CRM Success Stories --
Key Concepts and Thinkers --
Resources --
Ten Steps to Making CRM Work

Covers all the key techniques for successful customer relationship management, from developing profitable customer relationships to integrated sales management systems and from e-marketing to pricing. Examples and lessons from some of the world's most successful businesses, including Cisco and EclipsysEMC, and ideas from the smartest thinkers, including Don Peppers, Thomas Siebel and Patricia Seybold

ISBN: 9781841122137

ISSN: 1841122130

Subjects--Topical Terms:
Customer relations -- Management
Relationship marketing
Customer relations -- Management -- Case studies

Dewey Class. No.: 658.812 / CUN