Implementing CRM: From Technology to Knowledge
This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or product-focused approach where the future of the relationship is not an over-riding consideration. This book connects CRM systems implementation with organizational change for the first time. It looks into the factors that distinguish firms which connect with their customers and gain customer loyalty with firms that are not as successful. It also describes the micro-processes that occur on a daily basis in a company and all the small decisions managers and employees take during the implementation of change and the creation of knowledge.
Customer Data Integration: Reaching a Single Version of the Truth
All marketers are ultimately in the customer business, because let’s face it, customers that pay the bills. Though many companies recognize the importance of customer relationships, most companies do not have a single, authoritative view of their customers. Customer Data Integration shows companies how gain an accurate and holistic understanding of their customers through customer data integration from both a business and a technical perspective.
Passionate and Profitable: Why Customer Strategies Fail and Ten Steps to Do Them Right!
This book argues that customer strategies success depends on marketers making serious tough choices and not applying band aid solution to their customer relationships. It is those tough trade offs, this book posits, that will help companies unleash their passion for customers and in return, increase their profitability and sales.
CRM Unplugged: Releasing CRM's Strategic Value
This book provides the definitive work on how to derive return from investment. It shows readers strategies for successful CRM implementation into a company, and how to achieve a good ROI through CRM, and also details best practices.
Customer Relationship Management : A Databased Approach
This 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. 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.
One Customer, Divisible: Target, Analyze, and Prosper
This book goes beyond traditional thinking and approaches to CRM and customer loyalty to emphasize a key leveraging factor largely missed by most marketers thus far: Using individual customer data, on a purchasing situation or venue-specific basis, to provide the highest level of perceived value. Questions asked include what information should a marketer gather from and about customers, and how to manage it, how to share it, how to apply it, customer by customer and situation by situation?
Managing Customer Relationships: a Strategic Framework
In today's competitive marketplace, customer relationship management is critical to a company's profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. In this book, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they invented the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back for years to come.
