| Description |
1 online resource (272 pages) : illustrations |
| Series |
NetEffect Ser |
|
NetEffect Ser
|
| Summary |
Annotation For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior. Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. Throughout, students see through measurable data-containing examples how CRM theory is applied with great success by various real-life companies. They learn 1)the scientific reasons why people resist change, 2)a process to deal with it (Successful People Process SSP) and a process to measure the results in an on-going manner, and 3)how to tie those measure results to the bottom-line (SP3M) |
| Audience |
College Audience Prentice Hall PTR |
| Form |
Electronic book
|
| Author |
Petouhoff, Natalie L., author
|
| LC no. |
2001056579 |
| ISBN |
9780130990693 |
|
0130990698 |
|
