THE ULTIMATE CRM HANDBOOK. STRATEGIES & CONCEPTS FOR BUILDING ENDURING FREELAND J.G. Księgarnia

As the dust settles from the most recent round of CRM projects, companies are increasingly finding that their efforts have not delivered anticipated benefits. In The Ultimate CRM Handbook, influential thought leaders from Accenture discuss why CRM has failed to live up to expectations and what companies can do to improve the bottom-line return on CRM investments.

More than 30 chapters and in-depth case studies on many leading companies give managers and senior executives alike the high-level perspective needed to build lasting, profitable bonds with their customers. They also provide techniques companies can use to:

Establish more effective interactions with their customers

Build lasting brand loyalty

Dramatically improve the efficiency of their sales, marketing, and customer service operations

Customers are, and will always be, at the heart of the Virgin brand. As illustrated in this important new book, our never-ending pursuit of excellence in customer treatment has paid big dividends.
Sir Richard Branson, Chairman, The Virgin Group

A smart and practical book about CRM thats good for any executive who wants to create stronger, more profitable customer relationships. The Ultimate CRM Handbook not only helps executives understand how customer relationships are changing - it shows them what to do about it.
Beth Eisenfeld, Research Director, Gartner Inc.

Concise, comprehensive, field-proven insights ... The Ultimate CRM Handbook is the map and the compass required to navigate your customer relationship management initiatives through the treacherous waters of failure, toward your required goal of success.
Jim Dickie, Author, CRM2000: Reinventing the Way We Sell

John G. Freeland is the global managing partner of Accentures Customer Relationship Management (CRM) service line and a member of the Accenture Executive Committee. As a respected thought leader in the area of CRM, Freeland advises companies on creating profitable customer relationships and superior brand value and directs the worldwide growth and market leadership of Accentures CRM business. In over two decades with Accenture, he has held a variety of leadership positions within the firm and has led the development of innovative CRM business strategies and new market-making opportunities across a host of diverse industries. These have included innovative cosourcing arrangements focused on dramatically improving the quality and cost structure of customer sales and service operations for Accenture clients.

304 pages

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czy wybrany tytuł polskojęzyczny lub anglojęzyczny jest aktualnie na półce księgarni.