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The CRM handbook : a business guide to customer relationship management / Jill Dyché.
Material type:
TextSeries: Addison-Wesley information technology seriesPublication details: New Delhi : Pearson, 2004, c2002.Description: xxiv, 307 p. : ill. ; 24 cmISBN: - 0201730626 (pbk. : recycled, acidfree paper)
- 658.812 21 DYC
- HF5415.5 .D93 2002
Contents:
Pt. I. Defining CRM. Ch. 1. Hello, Goodbye: The New Spin on Customer Loyalty. Ch. 2. CRM in Marketing. Ch. 3. CRM and Customer Service. Ch. 4. Sales Force Automation. Ch. 5. CRM in E-Business. Ch. 6. Analytical CRM -- Pt. II. Delivering CRM. Ch. 7. Planning your CRM Program. Ch. 8. Choosing Your CRM Tool. Ch. 9. Managing your CRM Project. Ch. 10. Your CRM Future.
| Item type | Current library | Call number | Status | Date due | Barcode | Item holds |
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Learning Resource Centre | 658.812 DYC (Browse shelf(Opens below)) | Available | 9929 |
Total holds: 0
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| 658.812 BRO Aftersales management: creating a successful aftersales strategy to reduce costs, improve customer service and increase sales | 658.812 COO Complaint management Excellence : | 658.812 DON Built for use : | 658.812 DYC The CRM handbook : | 658.812 EVE Customer service training 101: quick and easy techniques that get great results | 658.812 FEI Cases in call center management: | 658.812 GAL What to say to porcupine : |
Includes bibliographical references (p. 281-286) and index.
Pt. I. Defining CRM. Ch. 1. Hello, Goodbye: The New Spin on Customer Loyalty. Ch. 2. CRM in Marketing. Ch. 3. CRM and Customer Service. Ch. 4. Sales Force Automation. Ch. 5. CRM in E-Business. Ch. 6. Analytical CRM -- Pt. II. Delivering CRM. Ch. 7. Planning your CRM Program. Ch. 8. Choosing Your CRM Tool. Ch. 9. Managing your CRM Project. Ch. 10. Your CRM Future.
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