ESSENTIALS OF CRM
Full of valuable tips, techniques, illustrative real-worldexamples, exhibits, and best practices, this handy and concisepaperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM.
‘Once again, Bryan Bergeron proves that he is ahead of the curvewhen it comes to understanding the value of customer relationships.This remarkable book is geared not only toward corporate executiveswith mega-investments in CRM, but can also be successfully appliedto the street corner vendor. His articulate and sensitive stylebrings this highly involved subject matter to a level we can allunderstand.’
–Michael Cusack, author of Online Customer Care:Strategies for Call Center Excellence
‘Managing relationships with customers has become a criticalorganizational competency. Bergeron has done a superb job ofpresenting the breadth, complexity, and nature of CRM. This bookprovides a fabulous and actionable grounding in CRM fororganizational leadership.’
–John Glaser, Ph D, Vice President and CIO, Partners Healthcare System
The Wiley Essentials Series-because the business world is alwayschanging…and so should you.
สารบัญ
Overview.
The Customer.
The Corporation.
Technology.
e CRM.
Evaluating Solutions.
Economics of CRM.
Getting There.
Further Reading.
Glossary.
Index.
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BRYAN BERGERON has spent the last thirty years designing and working with computers and electronics. He teaches at Harvard Medical School and MIT, serves as Editor in Chief of e.MD and technical editor of Postgraduate Medicine, and is on the editorial boards of Healthcare Informatics and Perspectives in Biology and Medicine, among others. He has authored several books on business and technology.
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