Customer relationship management : how to develop and execute a CRM strategy / Michael Pearce FIC CMC.
Material type:
TextSeries: Marketing collectionPublisher: New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, [(c)2021.]Edition: First editionDescription: 1 online resource (200 pages) : illustrations (some color)Content type: - text
- computer
- online resource
- 9781953349651
- Customer relations -- Management
- Relationship marketing
- Strategic planning
- Customer relationship management
- CRM
- Relationship marketing
- Customer loyalty
- Targeted marketing
- Customer centric business model
- Database management
- Data mining
- Brand proposition
- Brand positioning
- Customer centric database
- Cloud based CRM systems
- Customer profitability
- Customer segmentation
- ROI
- CRM strategy
- HF5415.5
- COPYRIGHT NOT covered - Click this link to request copyright permission: https://lib.ciu.edu/copyright-request-form
| Item type | Current library | Collection | Call number | URL | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|---|---|
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD)
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G. Allen Fleece Library ONLINE | HF5415.5 (Browse shelf(Opens below)) | Link to resource | Available | BEP9781953349651 | |||
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Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD)
|
G. Allen Fleece Library | Non-fiction | HF5415.5 (Browse shelf(Opens below)) | Link to resource | Available | 9781953349651 |
Chapter 1. Introduction -- Chapter 2. Definition -- Chapter 3. The evolution of CRM -- Chapter 4. Developing a CRM strategy -- Chapter 5. The "C" in CRM -- Chapter 6. The "R" in CRM -- Chapter 7. The "M" in CRM -- Chapter 8. B2B -- Chapter 9. What is needed to successfully develop and implement a CRM strategy? -- Chapter 10. CRM benefits -- Chapter 11. Useful measurement definitions.
Access restricted to authorized users and institutions.
CRM first entered the business vocabulary in the early 90's; initially as a systems driven technical solution. It has since escalated in importance as system providers increased their market penetration of the business market and, in parallel, CRM's strategic importance gained more traction as it was recognized that CRM was, at its heart, a business model in the pursuit of sustainable profit. This was accentuated by the academic community stepping up their interest in the subject in the early 2000's. Today, it is a universal business topic which has been re-engineered by the online shopping revolutionin which the customer is firmly placed at the center of the business. The current reality, however, is that, for the vast majority of businesses, CRM has not been adopted as a business philosophy and practicing business model. It has not been fully understood and therefore fully embraced and properly implemented. The author addresses this head-on by stripping CRM down into its component parts by delving into and explaining the role and relevanceof the C, R, and M in CRM. This is a practical guide but set within a strategic framework. The outage is clear actionable insights and how to convert them into delivery. It is written in an easily digestible, non-jargon style, with case studies to demonstrate how CRM works. This book can be immediately used as the primary practical reference to guide the development and implementation of a CRM strategy.
COPYRIGHT NOT covered - Click this link to request copyright permission:
https://lib.ciu.edu/copyright-request-form
Mode of access: World Wide Web.
System requirements: Adobe Acrobat reader.
Description based on PDF viewed 02/26/2021.
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