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Book Cover
Book
Author Goldenberg, Barton J.

Title CRM automation / Barton J. Goldenberg
Published Upper Saddle River, N.J. ; [London] : Prentice Hall PTR, [2002]
©2002

Copies

Location Call no. Vol. Availability
 MELB  658.812 Gol/Crm  AVAILABLE
Description xxiv, 294 pages ; 24 cm
Contents Ch. 1. Customer Relationship Management (CRM) - An Overview -- Ch. 2. CRM: A Working Definition -- Ch. 3. Successful CRM: Getting the People, Process, and Technology Mix Right -- Ch. 4. CRM Strategy Formulation -- Ch. 5. Determining CRM Business Processes -- Ch. 6. CRM Business Application Trends -- Ch. 7. CRM Technology Trends -- Ch. 8. CRM: Benefits and Problems -- Ch. 9. A Blueprint for Effective Customer Relationship Management -- Ch. 10. Creating Your CRM Business Case -- Ch. 11. CRM Software Selection and Implementation Roadmap -- Ch. 12. CRM System: Requirements Analysis -- Ch. 13. How to Write Your Systems Specifications Document -- Ch. 14. Sizing Up Your CRM Software Vendor -- Ch. 15. The Importance of CRM Project Communications -- Ch. 16. Eight Key Implementation Issues for Effective CRM Systems -- Ch. 17. The Necessity of Training, a Good Help Desk, and Effective Systems Administration -- Ch. 18. E-Business and CRM -- Ch. 19. E-Service and CRM -- Ch. 20. Ensuring Consistent Customer Service Across Channels -- Ch. 21. E-Marketing and CRM -- Ch. 22. Knowledge Management and CRM -- Ch. 23. Application Service Providers (ASP): An Overview -- Ch. 24. Addressing CRM System Security Risks -- Ch. 25. The Importance of Data Integrity -- Ch. 26. CRM: An International Perspective -- Ch. 27. The Future Direction of CRM -- App. A. ISM's Top 30 CRM Software Selections -- App. B. Sources to Assist in CRM Software Selection -- App. C. Software Categories, Vendors, and Pricing
Notes Includes index
Available also in a print edition
Mode of access: World Wide Web
Issuing Body Made available through: Safari Books Online, LLC
Subject Customer relations -- Management.
Electronic commerce.
Customer relations -- Marketing.
Customer relations -- Data processing.
Author Safari Books Online (Firm)
LC no. 2001059140
ISBN 013008851X paperback