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CRM customer - Bing News
2012-05-22T04:18:54Z
SAN FRANCISCO, May 8, 2012 /PRNewswire/ -- Salesforce.com (CRM), the enterprise cloud computing (http://www.salesforce.com/cloudcomputing/) company, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of the Magic ...
2012-05-22T10:59:46Z
Soffront Software, Inc. (http://www.soffront.com) announced today that TMC, an integrated media company, has named Soffront CRM as a recipient of a Customer Interaction Solutions 2012 CRM Excellence Award. Soffront Software, Inc. (http://www.soffront.com ...
2012-05-22T13:58:43Z
Etherios and Axeda Corporation are enabling real-time data from connected machines and products to automatically populate a leading customer relationship management (CRM) solution, extending the value of key asset information company-wide. Axeda is the ...
2012-05-21T23:18:15Z
Allegiance, Inc., a provider of Voice of Customer Intelligence (VOCi) technology and services, announced today that TMC, an integrated media company, has named Allegiance Engage a recipient of a Customer Interaction Solutions 2012 CRM Excellence ...
2012-05-22T19:49:29Z
KANA Software, Inc. recently announced that it has been awarded the 2012 CRM Excellence Award from Customer Interaction Solutions. The customer service offerings of KANA Software are currently utilized by over 600 enterprises across the globe.
2012-05-22T15:24:37Z
CHICAGO and GLASGOW, Scotland, May 22, 2012 /PRNewswire via COMTEX/ -- Sword Ciboodle, a global provider of customer engagement solutions, is among the top CRM solution providers that cater to the needs of some of the world's best known ...
2012-05-21T17:56:08Z
Soffront, a provider of customer relationship management (CRM) solutions, offers a variety of CRM services and software, including customer support, helpdesk software, back office support, datasheets and marketing automation. Staying in close contact with ...
2012-05-21T06:00:18Z
May 21--Too many companies, David Gee says, focus on everything but customer loyalty. Constantly offering deals to attract new business, they pay little attention to the fact that customers are leaving through the back door. "Traditional ...
2012-05-22T10:02:30Z
For more information, please call (877) 888-8048. For ten years, DealerSocket has provided the automotive industry with the most comprehensive Customer Relationship Management (CRM) and training solutions available, allowing auto dealers to save time and ...
2012-05-21T14:07:04Z
NEW YORK, May 21, 2012 /PRNewswire/ -- With an eye towards providing clients with a significant edge for enhancing their data infrastructure, S&P Capital IQ today announced the launch of its CRM Data Suite, a robust new data management tool powered by S&P ...
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Amazon.com Books: customer relationship management
Customer Relationship Management: A Databased Approach offers the promise of maximized profits for today's highly competitive businesses. This innovative book provides readers with the tools and techniques to effectively use CRM. It emphasizes the utilization of database marketing in order to build strong and profitable customer relationships. Kumar first describes how to implement database marketing and then looks at recent advances in CRM applications. Critical marketing issues like optimum resource allocation, purchase sequence, and the link between acquisition, retentions, and profitability are also examined on the basis of empirical findings.Author: V. Kumar, Werner Reinartz Paperback: 352 pages Company: Wiley (2005-06-13) ISBN: 0471271330 List Price: Amazon Price: $22.00 Used Price: $15.91 
In this fresh, original book, Steve Yastrow turns conventional sales and marketing on its head by showing what really motivates your customers: A strong relationship with your business. Both a manifesto and how-to guide, We: The Ideal Customer Relationship will change the way you interact with customers.and change the way your customers think about you.Author: Steve Yastrow Hardcover: 224 pages Company: Select Books (2007-10-20) ISBN: 1590791215 List Price: $21.95 Amazon Price: $2.98 Used Price: $0.01 
Praise for The CRM Handbook “Want to avoid being one of the estimated 70 percent of companies who have tried implementing standalone CRM systems and failed? Confused by what your IT suppliers are telling you about ‘CRM’? Then you need to read this book! Jill provides acomprehensive, practical, and easy to understand view of CRM and shows you how to successfully implement an enterprise customer-focused solution.” –Kevin BubeckDirector, North America Information Strategy, Coca-Cola “CRM could be viewed as the ERP of the 2000s. As such, there will be multiple winners and losers as the marketplace places some large and strategic bets on this technology. In any case, Jill Dyché has captured the importance of the concepts and value derived through CRM solutions. Those needs will evolve, of course, but companies will always need the basics that have been discussed.” –Brian BerlinerCo-founder & EVP, Product Development, Acies Networks “The CRM Handbook provides information for the business person who is trying to understand CRM and how it can effect his/her business. It goes beyond the hype of the acronym and dives into the real issues that a company needs to consider before implementing a CRM solution.” –Joy Blake ScottDirector, Marketing and Communications, Fastwater, LLP “I haven’t read anything that has such a practical approach. I view the book as having multiple benefits. It gives a good definition of CRM functionality but also gives detailed guidance of how to approach CRM in your organization.” –Francine FrazerPrincipal Consultant, Net Perceptions “Even better than defining CRM, Jill took on all of the hyperlanguage around CRM and clearly differentiated the various incarnations of CRM. It’s also usefulto know what can go wrong and the potential affects of such missteps. Too few authors level with readers about pitfalls!” –Linda McHughDirector, Professional Services, Cygent Inc. “The guides based on the business tools that Jill uses with her own clients are fabulous.” –Robin NeidorfPresident, Electric Muse/Clio’s, Pen Research & Interpretation, Inc. “The language is easy to read and easy to understand. Terms were well explained so that someone with no prior CRM experience could easily understand the text.” –Marcia RobinsonPresident, e-Business Strategies “An excellent study into what defines today’s best practices in the CRM industry.” –Gareth HerschelSenior Research Analyst, Gartner Research “Jill writes very well. Her writing communicates subjects and topics in a very easy to understand way. At times, I felt like I was listening to her speak or discussing a subject. She is a good communicator! Jill did a very good job of covering all subject areas on the different topics of CRM. I am most impressed with Jill on pointing out all the possible mistakes and creating ‘lessons learned’ advice which most authors frequently omit.” –Mary ChanInformation Management Consultant, Kagiso Inc. “Jill Dyché's The CRM Handbook is a good read for CRM novices and seasoned practitioners alike. Dyché's well-written, pragmatic approach to understanding CRM's evolution and purpose is a map to a successful CRM program. Dyché uncovers the truth behind the CRM software vendor hype, highlights some common roadblocks to CRM project development, and describes how to delineate and prioritize CRM initiatives.” –Don PeppersPartner, Peppers and Rogers Group To compete in today's competitive marketplace, customer focus is no longer simply nice to have–it's a fundamental mandate. This book is a manager's best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management. It shows you: The various roles CRM plays in business, and why it's more important than ever The range of CRM applications and uses, from sales force automation to campaign management to e-CRM and beyond The context of some of the popular CRM buzzwords The differences between CRM and business intelligence, and why they're symbiotic Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic Case studies of visionary companies who've done CRM the right way“We read this book at a time when we were relooking at our customer information strategy. One of the first things I had to do was ban the term ‘CRM’ from the project because of the vendor and industry hype and the confusion it created within the team. Jill’s book provides a strategic look at the topic from both a business and IT perspective. The insights she provides allowed me to focus on the strategic issues planning an enterprise-wide, customer-focused solution. And yes we are once again using the term ‘CRM’.” –Kevin BubeckDirector, North America Information Strategy, Coca-Cola “Jill is one of the few people who has been at the forefront of every stage of CRM development, from the early days of data warehousing, through business re-engineering, to sales force automation and e-CRM. This makes her uniquely qualified to write about how it should all come together. The reader will be rewarded with advice drawn from real-world experience–both successes and failures. I shudder to think at the dollars that have been wasted over the years on CRM projects and how much will be wasted in the future by executives who won't read The CRM Handbook.” –Brian HooverPresident, TouchScape™ Corporation “The CRM Handbook provides an outstanding roadmap for putting human contact–relevant, accurate, informed human contact–back at the heart of the business-customer relationship. That's the challenge and the sole goal of Customer Relationship Management.” –Charles D. MorganCEO and Company Leader Axiom Corporation “Jill Dyché has produced a wide-screen, comprehensive picture of CRM that also focuses on key issues that matter to CRM users. This book is written for those who are time-constrained and quick on the uptake–everyone from the CEO to the marketers and technologists who will evaluate, implement, and benefit from CRM initiatives.” –Peter HeffringPresident, CRM Division, NCR Teradata “Jill has masterfully compiled scenarios, resources, references, definitions, and insightful recommendations about how to remain customer-focused across the enterprise functions. The book can be used as an educational tool, reference guide, and resource for short-listing technologies to evaluate.” –John EarlePresident, Chant Inc. Author: Jill Dyché Paperback: 336 pages Company: Addison-Wesley Professional (2001-08-19) ISBN: 0201730626 List Price: $69.99 Amazon Price: $34.04 Used Price: $0.84 
There is a science to successful customer relationship management and without it, your business can never reach its full potential. Download “Customer Relationship Management: The How-To Guide” now and get all the strategies you’ll need to attract customers and keep them loyal in eight easy-to-follow chapters. With this Vook, you have a complete guide to successful customer relations from acquisition to the ins and outs of crisis management. You’ll learn the formula and tips to analyze and acquire new customers, identify customer needs, and measure the effectiveness of customer relationship programs. You’ll also discover ways to interact with customers, and manage online relations. Finally, you’ll explore ways to incentivize your staff for quality customer relations, and how to effectively tackle customer crises that may arise. Tips throughout - including case studies and useful facts - provide extra dimension to each chapter. Author: Vook Kindle Edition: 26 pages Kindle eBook Company: Vook (2011-04-18) (2011-04-18) List Price: $2.99 Amazon Price: 
Customer Relationship Management (CRM) is a growing area for businesses around the world. Despite the many difficulties in implementing these complex systems, the benefits of CRM are well-documented, and it has grown to be a huge industry in and of itself. With this, there is a demand for skilled employees and knowledgeable graduates. Students and employees must gain a better understanding of how CRM works in order to be viable in the workforce. This book provides detail, exercises, and content that has not been previously available. It can be used in multiple areas, including MIS, business, marketing, and others.Author: William Wagner, Michael Zubey Paperback: 216 pages Company: Course Technology (2006-11-07) ISBN: 1423900847 List Price: $82.95 Amazon Price: $61.50 Used Price: $38.94 
This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships. Author: Kristin L. Anderson, Carol J. Kerr Paperback: 164 pages Company: McGraw-Hill (2001-09-18) ISBN: 0071379541 List Price: $16.95 Amazon Price: $1.95 Used Price: $0.01 
A social revolution in how we communicate has taken place in recent years. Smartphones, social web tools, and the instant availability of information in an aggregated and organized way provide real-time intelligence to customers, not just the enterprise. Social CRM is critical to business success in today's hyper-connected environment. Customers' expectations are so great and their demands so empowered that a Social CRM strategy must be built around collaboration and customers engagement, not traditional operational customer management. It's the company's response to the customer's control of the conversation that makes Social CRM work. Written by CRM guru Paul Greenberg, CRM at the Speed of Light, Fourth Edition, reveals best practices for a successful Social CRM implementation. Greenberg explains how this new paradigm involves the customer in a synergetic discussion to provide mutually beneficial value in a trusted and transparent business environment. Throughout this definitive volume, you'll find examples of the new strategies for customer engagement and collaboration being used by cutting-edge companies, along with expert guidance on how your organization can and should adopt these innovations. CRM at the Speed of Light, Fourth Edition, reviews the lat4est technological developments in the operational side of CRM, including vertical applications, and explains the fundamentals of the multifaceted CRM framework. Find out why Paul Greenberg was named the #1 CRM influencer by InsideCRM in the completely recast edition of this international bestseller. In addition to being the author of the bestselling CRM at the Speed of Light, Paul Greenberg is President of The 56 Group, LLC, a customer strategy consulting firm focused on cutting-edge CRM strategic services; a founding partner of the CRM training company, BPT Partners, LLC, a training a consulting venture composed of a number of CRM luminaries that has become the certification authority for the CRM industry; co-chairman of Rutgers University's CRM Research Center; Executive Vice President of the CRM Association; and a Board of Advisors member of the Baylor University MBA Program for CRM majors. Paul was named one of the most influential CRM leaders in 2008 by CRM Magazine. He is known for his work on the use of social media in CRM as tools for customer collaboration with a company. Currently, Paul lives in Manassas, Virginia, with his wife and five cats. You can reach him at paul-greenberg3@comcast.net, follow him on Twitter at www.twitter.com/pgreenbe, or join up with him on LinkedIn or Facebook. Praise for CRM at the Speed of Light "[This book] is a testament to Greenberg's profound grasp of the control revolution that is upon us. Customers seizing control from business. Citizens demanding control and accountability from their governments. Political campaigns and charities being rewarded by shifting power to their supporters. Quite simply, it is the definitive work for anyone committed to putting the social customer at the center of their operation." -- Brian Komar, Director of Interacitve Marketing and CRM, Center for American Progress "With great insights, great stories, and great inforamtion, Paul Greenberg analyzes the impact of every major industry development on vendor/customer relationships. Not only is he on top of his game, he makes reading this edition as enjoyable as it was to read the previous three. This is an absolute must-read for anyone serious about understanding how to best serve today's social customer." -- Brent Leary, CRM industry analyst and co-author of Barack 2.0: Social Media Lessons for Small Business "Web 2.0 hiot and Paul Greenberg couldn't resist telling us what it all means. Lucky for us. This edition is packed with new insights about how online conversations are changing the nature of customer relations. Think the CRM market is crazy now? Hitch a ride on Greenberg's shoulders because you ain't seen nothing yet." -- Paul Gillin, author of The New Influencers and Secrets of Social Media Marketing." "As we make the shift to SCRM, Paul's insights provide a much needed framework on how to navigate a more connected, social, and collaborative enterprise." -- R "Ray" Wang, Partner, Enterprise Strategy, Altimeter Group, LLC "Paul Greenberg is one of the most astute minds in CRM and social media today. His book remains the bible for companies employing CRM. The added focus on blending new and social media into Paul's philosophy of CRM will keep this as the first book companies reach for to enhance the customer relationship in the new century." -- Jay Dunn, Vice President of Marketing, Lane Bryant "Paul Greenberg shares his unparalleled expertise on the dramatic evolution from CRM 1.0 to CRM 2.0 with unique insightful examples. It is a must read for anyone looking to transform the potential of CRM into long-lasting competitive advantage in a rapidly changing business environment." -- Jujhar Singh, Senior Vice President, SAP CRM Product Management 
This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes: · A Tutor Resource pack available to instructors who adopt this text · Case examples illustrating CRM in practice · Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with eight new chapters. · A Tutor Resource pack available to instructors who adopt this text · Case examples illustrating CRM in practice · Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Author: Francis Buttle Paperback: 522 pages Company: taylor & francis (2008-10-28) ISBN: 1856175227 List Price: $54.95 Amazon Price: $38.99 Used Price: $16.04 
MANAGING CUSTOMER RELATIONSHIPSA Strategic Framework Praise for the first edition: "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies. "Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy." "Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!" "This is going to become the how-to book on developing a customer-driven enterprise. The marketplace is so much in need of this road map!" Praise for the second edition: "Every company has customers, and that's why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create." 
This collection of cutting-edge articles will help organizations understand how to build customer loyalty through unique relationship-building strategies such as partnerships, branding, and superlative customer service. Contents include: Co-opting Customer Competence by C.K. Prahalad and Venkatram Ramaswamy; Get Inside the Lives of Your Customers by Patricia B. Seybold; The Old Pillars of New Retailing by Leonard L. Berry; Want to Perfect Your Company's Service?: Use Behavioral Science by Richard B. Chase and Sriram Dasu; Don't Homogenize, Synchronize by Mohanbir Sawhney; Firing Up the Front Line by Jon R. Katzenbach and Jason A. Santamaria; Preventing the Premature Death of Relationship Marketing by Susan Fournier, Susan Dobscha, and David Glen Mick; and See Your Brands Through Your Customers' Eyes by Chris Lederer and Sam Hill. Author: C. K. Prahalad, Patrica B. Ramaswamy, Jon R. Katzenbach, Chris Lederer, Hill Sam Paperback: 224 pages Company: Harvard Business Press (2002-01-15) ISBN: 1578516994 List Price: $22.00 Amazon Price: $7.00 Used Price: $0.43 Amazon.com DVD: customer relationship management
![Finding New Customers For Your Business: Management Training Program [American Business Video Training Series] (2 VHS Videos and Reference Book)](http://ecx.images-amazon.com/images/I/51DX6C%2BSmeL._SL160_.jpg)
(Includes 2 VHS Videos and One Reference Book) New customers and new business require two things from any business person or company. The first is knowledge of the market place and a clear understanding of the dynamics of marketing, especially as it applies to your product or service. The second is action. All the knowledge in the world won't bring in dollar one, if it is not put into action. This two video program covers both parts of the new customer/new business equation. Part one examines the anatomy of the marketing/sales process. We will help you understand if your customers deal with your company on a relationship basis or a transactional basis. Some of your customers may be relationship customers. Others buying the same product or service are transactional. It's a waste of time and money trying to create a relationship where one simply will not grow. On the other hand, treating a relationship customer transactionally may cost you the biggest client your company could imagine. Once you can make that distinction with confidence, the action section of your plan can begin. New business can come from many sources, and after all, that is the bottom line. Finding new customers and new business for your company provides practical, actionable ideas in all areas, including: 1) new business from current customers. 2) new customers through new applications. 3) new business from former customers. American Business Videos will give you practical, effective and actionable tactics to implement your plan to find new business for your company. The bottom line for any company is new customers and new business.VHS Tape: Color Company: American Business Videos (1991) List Price: Amazon Price: Used Price: $49.95
DVD:
NTSC
Company: Gabler Verlag ISBN: 3409123350 List Price: $119.00 Amazon Price: 
Customer retention is critical for most businesses. Experts have proven that it costs a whole lot more to attract a new customer than it does to keep an existing one. Yet many companies do not have a specific customer retention plan in place. In this exciting and idea loaded sales training video, you'll discover powerful customer retention strategies for immediately boosting sales. Highly acclaimed speaker Michael Wickett delivers practical and unique ideas for connecting with customers at a deeper level through questions, listening, and communication excellence. He shares clever tactics for boosting customer loyalty, plus he shows you how to get more referrals than ever before. He'll also show you a method and order in which to ask questions that will have a direct relation on how much the customer likes you. Finally, Michael Wickett shares creative and impactful ideas for winning your customers' trust and keeping it for life! You will thoroughly enjoy and benefit from this outstanding sales training video for increasing customer retention. - HOW TO ASK THE MOST IMPORTANT QUESTIONS AT THE RIGHT TIME Seminars on DVD producer Michael Jeffreys has created dozens of powerful training videos covering a variety of topics, all delivered by America's top speakers. To find the entire list of available programs, search in the Tags section below for products tagged with the following text: seminarsondvd Amazon.com KindleStore: customer relationship management
There is a science to successful customer relationship management and without it, your business can never reach its full potential. Download “Customer Relationship Management: The How-To Guide” now and get all the strategies you’ll need to attract customers and keep them loyal in eight easy-to-follow chapters. With this Vook, you have a complete guide to successful customer relations from acquisition to the ins and outs of crisis management. You’ll learn the formula and tips to analyze and acquire new customers, identify customer needs, and measure the effectiveness of customer relationship programs. You’ll also discover ways to interact with customers, and manage online relations. Finally, you’ll explore ways to incentivize your staff for quality customer relations, and how to effectively tackle customer crises that may arise. Tips throughout - including case studies and useful facts - provide extra dimension to each chapter. Author: Vook Kindle Edition: 26 pages Kindle eBook Company: Vook (2011-04-18) (2011-04-18) List Price: $2.99 Amazon Price: 
Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.Author: Federico Rajola Kindle Edition: 172 pages Kindle eBook Company: Springer (2003-05-07) (2003-05-07) List Price: $89.95 Amazon Price: 
Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access. Author: Francis Buttle Kindle Edition: 384 pages Kindle eBook Company: Routledge (2012-05-04) (2012-05-04) List Price: $47.95 Amazon Price: 
There is a science to successful customer relationship management and without it, your business can never reach its full potential. Download “Customer Relationship Management: The Sock Puppet School of Business” now and get all the strategies you’ll need to attract customers and keep them loyal in eight easy-to-follow chapters and how-to videos. This is not your typical stuffy office guide; prepare to laugh and learn! With this Vook, you have a complete guide to successful customer relations from acquisition to the ins and outs of crisis management. You’ll learn the formula and tips to analyze and acquire new customers, identify customer needs, and measure the effectiveness of customer relationship programs. You’ll also discover ways to interact with customers, and manage online relations. Finally, you’ll explore ways to incentivize your staff for quality customer relations, and how to effectively tackle customer crises that may arise. Tips and lighthearted video demonstrations featuring sock puppets provide humor and added dimension to this one-of-a-kind guide. Author: Vook Kindle Edition with Audio/Video: 31 pages Kindle eBook Company: Vook (2011-06-30) (2011-06-30) List Price: $4.99 Amazon Price: 
MANAGING CUSTOMER RELATIONSHIPSA Strategic Framework Praise for the first edition: "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies. "Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy." "Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!" "This is going to become the how-to book on developing a customer-driven enterprise. The marketplace is so much in need of this road map!" Praise for the second edition: "Every company has customers, and that's why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create." 
Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management is aimed at readers who are interested in understanding how to successfully implement Microsoft Dynamics CRM 4.0 within their projects. It is intended as an implementation roadmap for the business and technical representatives leading or engaged in a project. The book covers the capabilities of Microsoft Dynamics CRM, both in the traditional functional areas of sales, marketing, and service and as an applications framework for XRM deployments. The book demonstrates Microsoft CRM best practices for design, configuration, and development. Through real–world solutions and exercises, you will be given the confidence and expertise to deliver an implementation that provides long–term success for your organization. What you’ll learnHow to choose an implementation model (live, hosted, on–premise) appropriate for your circumstancesDesign and configuration best practices for each of the traditional functional areas of sales, marketing, and serviceWhen and how to develop and extend the Microsoft Dynamics CRM application platformReal–world solutions that can be applied to your projectsHow to ensure your solution evolves with your organization’s needs and provides long–term business valueAuthor: Justin Mathena, Aaron Yetter, Hoss Hostetler Kindle Edition: 264 pages Kindle eBook Company: Apress (2008-12-16) (2008-12-16) List Price: $47.99 Amazon Price:
"Berry and Linoff lead the reader down an enlightened path of best practices." -Dr. Jim Goodnight, President and Cofounder, SAS Institute Inc.
"This is a great book, and it will be in my stack of four or five essential resources for my professional work." -Ralph Kimball, Author of The Data Warehouse Lifecycle Toolkit Mastering Data Mining In this follow-up to their successful first book, Data Mining Techniques, Michael J. A. Berry and Gordon S. Linoff offer a case study-based guide to best practices in commercial data mining. Their first book acquainted you with the new generation of data mining tools and techniques and showed you how to use them to make better business decisions. Mastering Data Mining shifts the focus from understanding data mining techniques to achieving business results, placing particular emphasis on customer relationship management. In this book, you'll learn how to apply data mining techniques to solve practical business problems. After providing the fundamental principles of data mining and customer relationship management, Berry and Linoff share the lessons they have learned through a series of warts-and-all case studies drawn from their experience in a variety of industries, including e-commerce, banking, cataloging, retailing, and telecommunications. Through the cases, you will learn how to formulate the business problem, analyze the data, evaluate the results, and utilize this information for similar business problems in different industries. Author: Michael J. A. Berry, Gordon S. Linoff Kindle Edition: 512 pages Kindle eBook Company: Wiley (1999-12-28) (1999-12-28) List Price: $70.00 Amazon Price: 
This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes: ? A Tutor Resource pack available to instructors who adopt this text ? Case examples illustrating CRM in practice ? Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with eight new chapters. ? A Tutor Resource pack available to instructors who adopt this text ? Case examples illustrating CRM in practice ? Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Author: Francis Buttle Kindle Edition: 522 pages Kindle eBook Company: A Butterworth-Heinemann Title (2008-10-14) (2008-10-14) List Price: $51.95 Amazon Price: 
Praise for The CRM Handbook “Want to avoid being one of the estimated 70 percent of companies who have tried implementing standalone CRM systems and failed? Confused by what your IT suppliers are telling you about ‘CRM’? Then you need to read this book! Jill provides acomprehensive, practical, and easy to understand view of CRM and shows you how to successfully implement an enterprise customer-focused solution.” –Kevin BubeckDirector, North America Information Strategy, Coca-Cola “CRM could be viewed as the ERP of the 2000s. As such, there will be multiple winners and losers as the marketplace places some large and strategic bets on this technology. In any case, Jill Dyché has captured the importance of the concepts and value derived through CRM solutions. Those needs will evolve, of course, but companies will always need the basics that have been discussed.” –Brian BerlinerCo-founder & EVP, Product Development, Acies Networks “The CRM Handbook provides information for the business person who is trying to understand CRM and how it can effect his/her business. It goes beyond the hype of the acronym and dives into the real issues that a company needs to consider before implementing a CRM solution.” –Joy Blake ScottDirector, Marketing and Communications, Fastwater, LLP “I haven’t read anything that has such a practical approach. I view the book as having multiple benefits. It gives a good definition of CRM functionality but also gives detailed guidance of how to approach CRM in your organization.” –Francine FrazerPrincipal Consultant, Net Perceptions “Even better than defining CRM, Jill took on all of the hyperlanguage around CRM and clearly differentiated the various incarnations of CRM. It’s also usefulto know what can go wrong and the potential affects of such missteps. Too few authors level with readers about pitfalls!” –Linda McHughDirector, Professional Services, Cygent Inc. “The guides based on the business tools that Jill uses with her own clients are fabulous.” –Robin NeidorfPresident, Electric Muse/Clio’s, Pen Research & Interpretation, Inc. “The language is easy to read and easy to understand. Terms were well explained so that someone with no prior CRM experience could easily understand the text.” –Marcia RobinsonPresident, e-Business Strategies “An excellent study into what defines today’s best practices in the CRM industry.” –Gareth Herschel&... Author: Jill Dych? Kindle Edition: 336 pages Kindle eBook Company: Addison-Wesley Professional (2001-08-09) (2001-08-09) List Price: $49.99 Amazon Price: 
The leading introductory book on data mining, fully updated and revised!When Berry and Linoff wrote the first edition of Data Mining Techniques in the late 1990s, data mining was just starting to move out of the lab and into the office and has since grown to become an indispensable tool of modern business. This new edition—more than 50% new and revised— is a significant update from the previous one, and shows you how to harness the newest data mining methods and techniques to solve common business problems. The duo of unparalleled authors share invaluable advice for improving response rates to direct marketing campaigns, identifying new customer segments, and estimating credit risk. In addition, they cover more advanced topics such as preparing data for analysis and creating the necessary infrastructure for data mining at your company. Features significant updates since the previous edition and updates you on best practices for using data mining methods and techniques for solving common business problemsCovers a new data mining technique in every chapter along with clear, concise explanations on how to apply each technique immediatelyTouches on core data mining techniques, including decision trees, neural networks, collaborative filtering, association rules, link analysis, survival analysis, and moreProvides best practices for performing data mining using simple tools such as Excel Data Mining Techniques, Third Edition covers a new data mining technique with each successive chapter and then demonstrates how you can apply that technique for improved marketing, sales, and customer support to get immediate results. |
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