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Customer Relationship Management (CRM)
Customer Relationship Management Systems: ROI and Results Measurement
Customer relationship management is one of the hottest topics in corporate America today. Projections for spending on Customer Relationship Management Systems is $5 billion by the year 2002. Most organizations have a great deal of trouble justifying their systems, this is a unique text that addresses the issue of justification and tracking performance.
Enterprise One to One: Tools for Competing in the Interactive Age
The authors of The One to One Future/I show any company how to implement their celebrated marketing approach--selling more products by targeting fewer customers individually--in order to increase productivity and competitiveness.
The One to One Fieldbook: The Complete Toolkit for Implementing a 1To 1 Marketing Program
Known as "one-to-one" marketing, this radically new competitive strategy was introduced by Don Peppers and Martha Rogers in their first two best-selling books, The One-to-One Future and Enterprise One-to- One. One-to-one marketing focuses a firm's competitive energies less on market share and more on share of customer, enabling a firm to increase customer loyalty and improve unit margins at the same time.
Data Mining Techniques: For Marketing, Sales, and Customer Support
This book is a practical guide to mining business data to help marketers and business managers focus their marketing and sales strategies. It explains how each mining technique works and what kinds of business problems each one can solve.
The One to One Future: Building Relationships One Customer at a Time
The One to One Future/I revolutionized marketing when it was first published. Then considered a radical rethinking of marketing basics, this bestselling book has become today's bible for marketers.
Building an Extranet: Connect Your Intranet With Vendors and Customers
Explains how to transform intranet technology by supplying private, product-oriented information to selected customers and vendors through an extranet.
Mastering Data Mining: Art and Science of Customer Relationship Management
A case study—based guide to best practices in commercial data mining. Focuses on achieving business results, placing particular emphasis on customer relationship management.
Advanced Supply Chain Management: How to Build a Sustained Competition
A winning formula for capitalizing on the supply chain to satisfy customers and build revenue.
customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond
The first section of the book outlines five steps aimed at any organization grappling with the challenge of doing e-commerce right. The final section offers a technology roadmap and suggestions for getting e-commerce initiatives off the ground.
E-Business: Roadmap for Success
The authors offer solid advice for designing interrelated strategies focused on customer relationships, resource planning, order management, and supply chains, and on evaluating investments needed to make them a reality.
Exploration Warehousing
Bill Inmon introduces exploration warehousing, a revolutionary new method that helps users flush out business opportunities hidden in patterns of data. He explains the exploration process and identifies the types of data warehouse designs best suited for exploration. Using numerous case examples, he describes his original exploration techniques and demonstrates how IT and database managers can work together with business managers to identify patterns of data which, for example, indicate the existence of fertile new markets for products.
The Customer Marketing Method: How to Implement and Profit from Customer Relationship Management
Today the hottest new area of marketing is Customer Relationship Management (CRM) -- the discipline of identifying, attracting, and retaining a company's most valuable customers. CRM expert Jay Curry, and his Internet-expert son, Adam Curry, have written a clear, step-by-step guide to profiting from this exploding movement, with strategies that are aimed at the small and medium- sized business owners who need them most.
Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing
The Internet has made market research cheaper and faster than ever. Software can be designed to predict what a customer will want before she knows she wants it, and the company can go straight to that particular customer to suggest she buy that particular product, rather than showering millions of potential customers with hundreds of product solicitations.
Customer Relationship Management: Linking People, Process, and Technology
In order to compete effectively in today's marketplace, organizations must be customer-focused, not product-focused. Customer relationship management (CRM) is the way to integrate this approach throughout an organization.
The Executive's Guide to Customer Relationship Management, Second Edition
This book identifies and analyzes the implications of key shifts in communication technology and call center application processes, then proposes strategic and practical perspectives to those who are responsible for adapting, transitioning, and exploiting change into more effective ways to improve core business operations.
Winning Telco Customers Using Marketing Databases
This book teaches telecommunications companies how to develop a competitive marketing process and how to utilize database marketing to gain and maintain relationships with profitable customers.
Secrets of Customer Relationship Management: A Guide to Getting Much Closer to Your Customers
International marketing expert Jim Barnes examines case studies from small businesses that have successfully developed long-term relationships, and explains how their personalized approaches can be adopted by large corporations.
Customer Relationship Management Essentials
A companys e-business prospects are often derailed by poor customer support because companies dont understand the frantic pace of Internet time. Procurement, fulfillment, and post-sale support can be severely crippled by poor communication channels. Customer Relationship Management explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in an e- business environment. This book is geared mainly toward managers of IT divisions and/or those directly involved in making hands- on, technical decisions about the use of e-commerce strategies for a business.
Data Mining Cookbook: Modeling Data for Marketing, Risk and Customer Relationship Management
CD-ROM contains the actual models that are described in the book, providing examples of the most commonly asked data mining questions regarding marketing, sales, and customer support applications. Complete working code written in SAS, the most popular mining modeling language, is also provided. Readers can use the CD-ROM to directly implement the models for business use- -resulting in better campaigns, improved customer service, and increased profits.
Building the Customer-Centric Enterprise: Data Warehousing Techniques for Supporting Customer Relationship Management
Strategies for leveraging information technologies to improve customer relationships. With E-business comes the opportunity for companies to really get to know their customers--who they are and their buying patterns. Business managers need an integrated strategy that supports customers from the moment they enter the front door--or Web site--right through to fulfillment, support, and promotion of new products and services.
Building Data Mining Applications for CRM
Implement data mining for a powerful competitive advantage. Are you fully harnessing the power of information to support management and marketing decisions? You will, with the help of Building Data Mining Applications for CRM, a one-stop guide to choosing the right tools and technologies for a state-of-the-art data management strategy built on a Customer Relationship Management (CRM) framework. Authors Alex Berson, Stephen Smith, and Kurt Thearling help you understand the principles of data warehousing and data mining systems, and carefully spell out techniques for applying them to your firm's greatest benefit. Find out about Online Analytical Processing (OLAP) tools that quickly navigate within your collected data. Explore privacy and legal issues...evaluate current data mining application packages...and let real-world examples show you how data mining can impact, and improve - all of your key business processes.
The Customer Differential: The Complete Guide to Implementing Customer Relationship Management
Customer Relationship Management (CRM) is the buzz of the business world. Broader than the age-old principle that "the customer is always right," CRM targets profitable ways to act on that premise, at all times, across all channels and functions-- keeping the customer coming back for more.
Accelerating Customer Relationships: Using CRM and Relationship Technologies
Corporations that achieve high customer retention and high customer profitability aim for:The right product (or service), to the right customer, at the right price, at the right time, through the right channel, to satisfy the customer's need or desire. Information Technology—in the form of sophisticated databases fed by electronic commerce, point-of-sale devices, ATMs, and other customer touch points—is changing the roles of marketing and managing customers. Information and knowledge bases abound and are being leveraged to drive new profitability and manage changing relationships with customers. The creation of knowledge bases, sometimes called data warehouses or Info- Structures, provides profitable opportunities for business managers to define and analyze their customers' behavior to develop and better manage short- and long-term relationships.
The Customer Relationship Management Planning Guide V2.0: CRM Steps I & II, Customer-centric Planning & Redesigning Roles
"The Customer Relationship Management Planning Guide" is both a freestanding book and part of author Dick Lee's three-book series on "Self-guided CRM." Together or individually, these books are designed to reduce dependency on outside consultants and dramatically reduce consulting costs. sellmorenow.comAs a standalone, “Planning Guide” addresses the first two of four critical steps for successful CRM implementation, which are: I. Developing customer-relationship strategies; II. Redesigning roles and responsibilities to carry out the new strategies; III. Re-engineering work processes to fit new functional roles; and IV. Supporting these new (and typically more complex) work processes with CRM software.
CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time
There is no room for lagging in the 21st Century New Economy. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when the move to another company is nothing more than a mouse click and a minute away?
Handbook of Customer Relationship Management (CRM): The Definitive Guide to Winning, Managing and Developing Key Account Business
The definitive guide to strengthening your relationships with your most important customers! Hands-on best practices for winning, managing, building, and retaining key customer business. Real-world case studies: Procter & Gamble, Xerox, Scheider Group, and more. Includes working templates, plus a complete customer development plan on disk! Customer Relationship Management (CRM) is a breakthrough: it integrates all supplier functions, making it possible for companies to clarify their priorities and manage their supply chains with a stronger customer focus than ever before.
Essential Guide to Knowledge Management, The: e-Business and CRM Applications
A real-world guide to the essential principles of knowledge management. Shows how KM and CRM technologies work, and how the impact the IT infrastructure. Also shows how to use team- building and goal-setting exercises to create excellent KM/CRM projects, and how to align e-business strategy and technology choices. Softcover. DLC: Knowledge management.
The Relationship-Based Enterprise: Powering Business Success Through Customer Relationship Management
A guide to creating and maintaining a successful businesses by establishing and continuing good customer relationships. Filled with real-world insights and examples form management consultants. Presents a conceptual roadmap to making customer centered success a reality in any business.
The Customer Revolution
It used to be that developing customer relationships in a mass- market economy didn't matter. All a successful company had to do was make products that people generally liked--build it and they would come. Patricia Seybold thinks those days are long gone. Thanks to the Internet, customers matter more than ever, and companies that don't get it simply won't make it. In The Customer Revolution she writes, "For the first time in the history of modern business, it's now cost-effective for companies to establish relationships with each and every customer who wants us to know him."
Customer Relationship Management: A Strategic Imperative in the World of E-Business
In order to compete effectively in today's marketplace, organizations must be customer-focused, not product-focused. Customer relationship management (CRM) is the way to integrate this approach throughout an organization. This book covers all aspects of CRM, including developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care. It shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits and provide maximum customer satisfaction.
Document Warehousing and Text Mining: Techniques for Improving Business Operations, Marketing, and Sales
This unique book shows warehouse developers and managers how to build this new type of warehouse, how to organize free-form text for easy access, and, most importantly, how to exploit text mining techniques to provide timely and accurate information for decision-makers. The author covers the complete process of building and managing a document warehouse, including examples of actual implementations, a review of security issues and tools such as XML and Wide Area Information Servers and their selection criteria, and how text mining techniques are different from data mining techniques.
Data Warehousing and Business Intelligence for E-Commerce
Data Warehousing And Business Intelligence For E-Commerce provides the fresh orientation to data warehousing that you've been looking for. Written by data warehousing consultants who are leading the charge into the realm of e-commerce applications, this book-which focuses heavily on the special "customer intimacy" required by e-commerce-will help you discard outdated assumptions and plan and implement new solutions that support new business needs and models.
The CRM Handbook: A Business Guide to Customer Relationship Management
This book is written for a wide range of readers, from executives to practitioners. Part 1 is geared toward executives, project managers, and business people who are interested in understanding the various components of CRM and their definitions, as well as how they're being used. Part 2 includes project managers, consultants, business analysts, and technical practitioners who need more practical tips on CRM planning and implementation.
Integrating ERP, CRM, Supply Chain Management, and Smart Materials
Organizations enjoy two kinds of strategic advantages. One is transitory: being in the right place with the right products at the right time. The other comes from having first class management and instituting processes that mobilize an organization, keeping in ahead of the competition. Which would you like to count on for your organization's success?
Customer Relationship Management: The Ultimate Guide to the Efficient Use of CRM
Companies need a new approach—customer relationship management, or CRM—to leverage the Web's unique strengths for capturing and publishing a single view of customers. How does it work? What is the best CRM strategy? Which companies have successfully implemented CRM in their business? This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition. This HOTT Guide is unique ready-to-use guide for any manager interested in optimizing the relationship with his customers, by using the newest technology
Improving the Quality of Customer Data (PDF download)
As the Internet becomes an important channel for all businesses, companies are challenged to aggregate a vast array of online data points into their already complex labyrinth of multichannel data repositories.
Online Brokerages Must Focus on Customer Acquisition (PDF download)
With 36 percent of UK online users visiting financial services sites in January 2001, overall confidence and interest in online financial services is high. Traditional financial institutions (banks and building societies) dominate the list of the top 15 most trafficked sites; no online brokerages make the list.
Online Incentive Strategies: Keys to Customer Acquisition, Retention, and Loyalty (PDF download)
Promotions and incentives, such as coupons, points and sweepstakes, have been used for many years to encourage consumers to purchase products, to obtain personal information and to promote customer loyalty. With an increasing number of consumers going online, companies are implementing both online and offline incentive programs to achieve these same goals. Many service providers are entering the arena to help companies develop and implement successful incentive programs.
U.S. eRetail Customer Acquisition Costs: Forecast and Analysis, 2000-2005 (PDF download)
This document discusses how online customer acquisition costs (CACs) will change over the next five years, and what strategies eretailers should adopt to maximize return on invested acquisition dollars.
Using E-Mail for Customer Acquisition and Retention: E-Marketer Analyst Brief (PDF download)
This book is a collection of four articles from eMarketer's Senior Analyst Jonathan Jackson. The articles take a look at business adoption of e-mail marketing, customer acquisition and retention, e-mail marketing promotion, and e-mail as a CRM solution.
Customer Retention
Businesses are finding that offering the best products, services, or prices isn't always enough to keep their customers. This volume explores issues including: the differences between customer satisfaction and customer retention; generating hidden customer complaints and knowing how to act on them; and creating proactive measurement systems that generate action-oriented models for keeping customers.
Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention
The focus of marketing is shifting away from transactional marketing and toward relationship marketing. Companies are beginning to recognize the economic value of stable, long-term customer relationships based on a high degree of customer satisfaction, trust, commitment, and loyalty. The book provides a comprehensive overview of both fundamentals and important recent developments in this fast-growing field. It also presents examples of successful relationship marketing in practice.
Customer Retention and Churn Management
Customer retention is the key business issue for telcos at the end of the 1990s. Effective churn management allows a telco to stay ahead of its competitors, increases profitability and improves investor confidence. There are no simple solutions; telcos must adopt aggressive strategies which cut across the customer lifecycle and underpin all business processes. This manual from Chorleywood Consulting is a practical guide to telcos aiming to lay down winning strategies for promoting customer retention. It looks in detail at the ways in which telcos have attempted to retain their customers and at how successful they have been.
The Lifebelt: The Definitive Guide to Managing Customer Retention
Most businesses depend on promotional gimmicks or special offers to retain customers, yet research provides compelling evidence that the most sustainable levels of customer loyalty and retention are achieved through consistency in service excellence delivery. The Customer Service Integration Framework - the Lifebelt - introduced in this book is based on four years of research examining the key factors essential for consistent delivery of service. Whilst many organizations have some good practices in place, most appear to lack synchronization of endeavour. The framework, which has been successfully applied in various industrial sectors, facilitates this essential synchronization and systemization.
Retention Should Be Primary Focus (PDF download)
Online mileage and rewards companies such as Netcentives, MyPoints, and Beenz have struggled financially, and despite initial fanfare, sites like AOL AAdvantage have languished without significant traffic. Online retailers and marketers are still interested, however, in partnering with established mileage or points programs for customer acquisition or retention.
Optimal Database Marketing: Strategy, Development, and Data Mining
Contemporary direct marketing and e-commerce companies cannot exist in today’s competitive environment without the use of marketing databases. Databases allow marketers to reach customers and cultivate relationships more effectively and efficiently. Although databases provide a means to establish and enhance relationships, they can also be used incorrectly, inefficiently, and even unethically.
Strategic Database Marketing: The Masterplan for Starting and Managing a Profitable Customer-Based Marketing Program
Strategic Database Marketing is the only resource to explain database marketing from the customer's point of view, instead of the seller's. Now, as exploding research and technology create entirely new market challenges, the Second Edition of this influential bestseller explains the method for computing RFM (Reach, Frequency, Monetary), as well as covering recently developed tools and resources including the Internet, loyalty programs, customer-specific marketing, and more.
The New Direct Marketing: How to Implement A Profit-Driven Database Marketing Strategy
Deploy marketing dollars more efficiently In today's take-no- prisoners direct marketing battleground, the only way to win is to recognize and exploit all of DMAEs interconnecting components. Using cutting-edge research and examples drawn from today's business pages, The New Direct Marketing, Third Edition, by the award-winning David Shepard Associates, shows you how to sell to increasingly wary and jaded consumers. This exhaustively updated edition introduces you to recent technological changes, from data mining, data warehouses, and CHAID modelling, to profitable use of the Internet.
The Complete Database Marketer: Second Generation Strategies and Techniques for Tapping the Power of Your Customer Database
The Complete Database Marketer is totally redrafted to bring it up to date with developments through 1995. Specific updates include: media selection for database marketing; the PC server and the mainframe; hardware and software for database marketing; selling the database to top management; measured marketing in retail chains.
Contemporary Database Marketing: Concepts and Applications
A combinaton of text and CD puts the power of database marketing theory and practice at the fingetips of every marketer.
Market Segmentation: Conceptual and Methodological Foundations
Modern marketing techniques in industrialized countries cannot be implemented without segmentation of the potential market. Goods are no longer produced and sold without a significant consideration of customer needs combined with a recognition that these needs are heterogeneous. Since first emerging in the late 1950s, the concept of segmentation has been one of the most researched topics in the marketing literature. Segmentation has become a central topic to both the theory and practice of marketing, particularly in the recent development of finite mixture models to better identify market segments.
Selling to a Segmented Market: The Lifestyle Approach
This volume shows how businesses can prosper in the rapidly changing, fragmented markets of the 1990s by adopting a new, highly effective marketing strategy--the lifestyle approach. Author Chester Swenson profiles the major and emerging consumer segments and shows how to reach these markets through precisely targeted, personalized marketing campaigns that take into account a segment's demographics, attitudes, values, interests, community activities, and affiliations. Successful lifestyle programs introduced by major companies like Reebok, 3M, and Coca- Cola are used throughout the discussion to illustrate aspects of the lifestyle marketing strategy.
Segmentation and Positioning for Strategic Marketing Decisions
Useful to both consumer marketers and business-to-business researchers, this detailed and engaging book delves much more deeply into segmentation that most other marketing handbooks. Myers discusses the intricacies of segmentation and positioning techniques and also shows the ways these techniques can be interpreted and used in the real world.
Multicultural Marketing
Consider These Facts Today, ethnic Americans--African-Americans, Asian-Pacific-Americans, and Hispanic-Americans--make up 25 percent of the U.S. population. By 2010 this figure will be 33 percent; by 2040, it will be 53 percent. Ethnic Americans are increasing in population seven times as fast as nonethnic Americans. The spending power of ethnic Americans has doubled over the past decade--to well over 1 trillion. But Then Consider This Fact: As recently as 1997, only 1 percent of American marketing dollars was spent for advertising directly to ethnic Americans. Is There a Message Here? You Bet. If your company is not marketing directly to--and hiring--ethnic Americans, you are losing access to an emerging market whose size rivals that of Latin America or Eastern Europe . . . The time to start investing in targeted ethnic and minority marketing--in selling to the new America--is now.
Permission E-mail: The Future of Direct Marketing (PDF download)
This insight-driven and detailed report is essential for all sales and marketing executives charged with developing successful permission e-mail strategies. Produced with IMT Strategies, "Permission E-Mail: The Future of Direct Marketing" shows how leading marketers are realizing unprecedented returns from this powerful and rapidly evolving marketing medium. The 210-page study provides critical information to frame investment decisions, make resource allocations and develop strategic guidelines and priorities relative to permission e-mail.
digiMine - Application Service Provider of CRM-Centric Analytic Applications: Mining the Data Asset (PDF download)
This document discusses how organizations can take advantage of the vast amount of data generated daily through their interactions with customers and visitors.
Deconstructing Campaign Management (PDF download)
Over the past year, analytical CRM investments have lagged behind operational CRM deployments. As retention in a multichannel context becomes a larger focus for today’s marketers, businesses are struggling to mine the wealth of customer data they possess and transform it into insightful campaigns.
Managing High-Tech Services Using a CRM Strategy
Highlights the benefits of applying CRM in a service environment. Focuses on the crucial issues of managing, marketing, and selling service as a strategic business in the context of a total CRM strategy.
CRM in Financial Services: A Practical Guide to Making Customer Relationship Management Work
CRM has been one of the strongest areas of management focus in financial services companies all over the world in the last five years and is forecast to continue to be so for the next five years. But many companies are struggling with their CRM programs. Typically they have rushed ahead with the purchase of new CRM systems, and have not done the work to ensure that these systems will be deployed effectively. Most show weaknesses in one or more of the following areas – market analysis, marketing strategy, distribution channel management, program planning, people, processes, data management, understanding the customer’s perspective, and measurement. Written by topic experts from all over the IBM world, this book provides many ideas about how to improve CRM, shows how to avoid the main problems, and also challenges some of the conventional wisdom about what is happening in the financial services market.
CRM: Redefining Customer Relationship Management
The book also defines the nature of new CRM niche solutions providing entirely new types of functionality, but interworking seamlessly. The ultimate objective is to provide CRM solutions that are focused entirely on the needs of organizations' customers or stake-holders. This allows CRM software vendors to become associated with technologies that are perceived to truly enhance how customers feel about the way they are treated by companies. In the past, customers have perceived some CRM technologies as a barrier to receiving good customer service. Peel shows companies how to make the paradigm shift to the new CRM.
The HP-Compaq Challenge: Customer Retention (PDF download)
This document discusses how the HP-Compaq merger is being received by end users.
IT Services Costs, Metrics, Benchmarking and Marketing
A guide to satisfying consumers of a company's IT services and building loyalty. Reveals how to establish processes, service and cost models, and performance measurements, and how to transform goals into reality. Links goal-setting, process development, and metrics to the goals of the enterprise, and gives advice on gaining buy-in from management, internal customers, and external suppliers. Applicable to both in-house and outsourced operations.
One to One B2B: Customer Development Strategies for the Business-To-Business World
The authors, partners in a management consulting and training firm, offer a set of tools for creating deeper and more profitable relationships with customers for B2B (business to business) enterprises. Using case studies that examine the customer relationship management efforts of five leading B2B organizations, including Dell Computer, a division of Novartis, and Bentley Systems, which sells its CAD-CAM software applications, they explore such issues as structure, channel conflict, managing multiple product lines, hiring and training, and sales attitudes and behavior. They counsel that in the one- to-one future, B2B organizations must do a lot more than just sell; they must also build relationships by concentrating on a few important tasks, such as account development, knowledge- based or consultative selling, and embracing information technology to help customers with long-term problem solving.
The Ultimate CRM Handbook: Strategies and Concepts for Building Enduring Customer Loyalty and Profitability
The Ultimate CRM Handbook distills the latest innovations in CRM into proven, practical ideas for designing and delivering value- focused, financially sound solutions. Chapter by chapter, influential thought leaders from Accenture, the world's leading management and technology services organization, share insights and hands-on experiences that will help you achieve new capabilities for sales, service, and marketing that please customers, satisfy shareholders, and deliver a measurable return on investment.
Math, Myth & Magic - Introduction to Name Search and Matching
This informative and educational look at Name Search & Matching will give you a better understanding of the problem and how to begin solving it. With name, address, and identification data; variation, error and fraud are inevitable. This FREE book will help you overcome these problems.
The Customer Management Scorecard: Managing CRM for Profit
Customer Management (CM) is essential for businesses, and major investments have been made in new systems, strategies and channels for managing customers. The results, however, have often been disappointing and companies are now looking closely at how to make their CRM initiatives profitable. This timely book presents the results of the latest global research on Customer Management. The research -- funded by QCi, IBM, and OgilvyOne -- applied the unique diagnostic tool CMAT, the Customer Management Assessment Tool, developed by Qci and recognized as "the" global CRM scorecard and benchmark "best practice" standard for assessing how well organizations manage their customers. As a bonus, the accompanying CD-ROM includes a mini version of CMAT.
The Blueprint for CRM Success: Results of a Comprehensive Study Identifying Best Practices Leading To ROI And Factors Contributing To Failure
This blockbuster new CRMGuru study breaks fresh ground in defining how to generate ROI through CRM—while disproving many common myths and mantras that so often lead CRM implementers astray. The Blueprint for CRM Success is the first statistically valid study to tie not only high level implementation activities— but very specific process steps as well—to ROI performance. You won’t find a clearer road map to CRM success. The study, by the same research team that produced the benchmark study, Multi-function CRM Software: how good is it?, also debunks many of the specious analyst polls reporting very high CRM failure rates and provides lists of easy to spot predictors of success and failure that you can apply before you begin implementation. The study includes full interpretation of the key data, and Executive Summary of key findings plus an entire "Beyond the Numbers" section with more interpretive comments and valuable support information for CRM implementers.
Strategic CRM V2.0: the Field-Tested, Research-Validated Best Practices Manual For Generating ROI from CRM
"Strategic CRM V2.0: the field-tested, research validated best practices manual for generating ROI from CRM" combines the wisdom of practical experience with knowledge gained through exhaustive research to present the definitive "best practices" for achieving ROI from CRM. The new Version 2.0 expands on the very successful original version in three primary ways: incorporating the findings of the landmark best practices/ROI study, "Blueprint for CRM Success;" expanding the coverage of CRM-related technologies; and updating the original material to reflect feedback from the many users of Strategic CRM’s implementation methodology from around the globe.
The CRM Project Management Handbook: Building Realistic Expectations and Managing Risk
Once you have bought into the concept of customer relationship management (CRM), how do you separate the practical and useful from the pie-in-the-sky to plan, scope and implement a project that delivers tangible results? With CRM project failure rates running as high as 80 per cent, anyone unable to answer this question stands every chance of becoming yet another accident statistic. Subjects covered include: Whether you should even be launching a project; Building a realistic foundation for CRM; Establishing a realistic budget; Ensuring commitment from both management and users; Coping with organizational change and company politics; Managing international CRM projects while recognizing local realities.
Making CRM: An Operational Reality
Successful deployment of CRM can only be achieved by making it operational within the organization. The challenge is that for functionally structured companies, CRM is an alien concept that typically runs counter to current processes and policies. To effectively navigate through this transition requires a vision, a plan, and senior management leadership. Based on this definition, it should be easy to understand the current confusion in the CRM industry. Senior management views CRM as a technology as opposed to a business strategy; given this assumption, the initiative attempts to deploy costly capabilities that are of marginal value to the organization. Even when senior management recognizes CRM as a strategy, they may still have problems visualizing how to make the transformation operational.
Manufacturing Resource Planning (MRP II) with Introduction to ERP, SCM, and CRM
This reference explains how companies can maximize the money spent on their enterprise resource/materials requirements planning by clarifying the role of each person involved in its implementation. The author offers a thorough explanation of the basics of manufacturing planning systems, providing readers with the framework for understanding the requirements of a well- functioning, integrated system.
CRM for Telecommunications
Nobody needs CRM like telecom needs CRM. This rigorously practical tutorial shows how to successfully adapt CRM (Customer Relationship Management) techniques to the complicated telecom arena. It provides companies with the tools they need to improve the way their service is delivered and the manner in which they respond to their key customers. In the boom years, telecom service providers and equipment vendors ignored CRM--to their great sorrow when the going got tough. Now the need for anytime, anywhere access to critical information about customers, inventory, and competition is tremendous, and Mobile CRM is becoming a growing industry.
The Retention Iceberg -- From The Customers On The Line Series (PDF download)
Theodore Kinni has been a keen observer of Internet trends; in fact, over the last few years, his thoughts on how e-Business has evolved has prompted Kinni to write a series of quick, to- the-point e-Docs (e-Biz BYTES) on how customers and shopping have been impacted by online trends. Eight of his e-Docs deal with the subject of customers buying goods online. In this document, Kinni notes that success on The Internet is more than getting new customers. As in traditional businesses, the key is to keep customers you already have. Even in the e-World, says Kinni: "It is harder and more expensive to get a new customer than to build your business with an existing one." Kinni has authored or co-authored Future Focus: How 21 Companies Are Capturing 21st Century Success; 1,001 Ways To Keep Customers Coming Back; and Ayn Rand And Business.
Maximizing Investment in Retention Dollars - Turn Coincidental Relationships into Conscious Affinity and Loyalty (PDF download)
Marketing Logistics: Customer Service & Supply Chain Strategy
This interface is being recognized by business organizations as a key priority for management, and both practitioners and academics alike have placed a greater emphasis on the need to view the supply chain as a whole as the vehicle by which competitive advantage is achieved. As well as drawing upon current research and the experience of firms worldwide, Marketing Logistics uses numerous 'mini-cases' and vignettes to illustrate the key messages in each chapter and bring the theory to life. This book is an invaluable resource for managers who seek to understand more about the way in which the supply chain should be managed to improve their organization's competitive position, as well as students undertaking degree-level courses in marketing, logistics and supply chain management.
CRM for the Common Man
CRM For The Common Man identifies and discusses a business’ planning process, how to develop a CRM strategy for a business, and what needs to be done to ensure success of a customer relationship implementation. Since most businesses on average lose 50% of their customers every 5 years, a core objective of CRM is to improve customer retention. This is a critical business issue today and CRM can help to improve this for most companies. CRM For The Common Man helps businesses navigate through the confusion to guarantee a solid foundation for a successful CRM implementation.
Living Networks: Leading Your Company, Customers, and Partners in the Hyper-Connected Economy
Today, every aspect of business is dominated by networks. The powerful impact of broadband and mobile networking is being accelerated by emerging technologies ranging from XML to peer-to- peer. These drivers, together with swiftly changing consumer and worker behavior, are bringing these networks to life. In an economy dominated by the flow of information and ideas, the rules of success have changed dramatically. Living Networks shows managers the profound business implications-and offers detailed, specific guidance on how to respond.
Marketing ROI: The Path to Campaign, Customer, and Corporate Profitability
ROI (Return on Investment) is today's key business tool for measuring how effectively money was spent--yet few marketing managers receive any ROI training at all. Marketing ROIchanges all that, showing marketing pros at every level how to use ROI and other financial metrics to support their strategic decision making. This comprehensive book details how an accurate working knowledge of ROI is essential for using the latest marketing measurements, and provides insights for gaining the greatest competitive advantage from the skilled use and understanding of ROI concepts.
Microsoft CRM For Dummies
- The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace
- Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service
- Provides expert tips and tricks to make the software work more effectively
- Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships
- Author is considered one of a handful of global experts on CRM for small- and medium-sized businesses
CRM, Customer Relationship Management (en Espanol)
Profitable Customer Relationships: The Keys to Maximizing Acquisition, Retention, and Loyalty
This title features Chairmen, Presidents, and CEOs from some of the nation's top CRM companies, who have each contributed chapters akin to objective, experience-related white papers or essays on the unique challenges they face in their field. From examining the fundamental role of the switchboard operator and direct marketing specialist, to evaluating changes industry-wide and addressing the need for risk-taking, this book pulls readers through all facets of Customer Relationship Management, from top to bottom. The different niches presented and the various perspectives illustrated enable readers to get inside the industry's great minds and gain valuable insights into the business, as the experts go back to basics in a must-read for anyone interested in building successful relationships with customers.
Customer Retention in a Week
Return on Customer: Creating Maximum Value From Your Scarcest Resource
Internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers kicked off the CRM revolution and changed the landscape of business competition with their classic bestseller, The One to One Future. Now, in Return on Customer, they have written an even more revolutionary book, redefining the very concept of what it means to be "profitable" as a business.
(excerpt from Amazon.com)
Defying the Limits: Effective Strategies for Unlocking CRM's Full Potential
This third volume in the series offers fresh hope in troubled times. Leading-edge concepts that challenge yesterday's ideas about how to listen to and treat your customers; new tools for capturing customer interactions and minimizing call center costs; practical information about building customer value and brand; insights into how customer data can craft and simulate experience; and groundbreaking observations that suggest companies should find products for the customers and not customers for their products.
Outside Innovation
The ability to innovate is what keeps your organization at the top of its field. The faster and better you innovate, the more likely you are to remain in the lead and to set the new rules that others will have to follow. But the innovation game is changing dramatically. You no longer win by hiring the smartest engineers and scientists—you win by engaging the smartest customers.
In Outside Innovation, Patricia Seybold, author of the best-selling Customers.com and The Customer Revolution, argues that the only way organizations can break out of the pack is to open up their entire business to passionate customers and welcome them into every aspect of product and service design. In fact, those companies that bring customers into the innovation process—the ones that innovate from the outside in—will create products that better meet the needs of prospective customers, revolutionize business models and practices, and build
Business Intelligence Implementation Issues and Perspectives
This book gives an insight into Business Intelligence, its significance in today's business world, and takes the readers through the implementation cycle, the emerging scenario and its application in industry.
