Overview

How to tell if-and how much-CRM is working in your firm Enthusiastically adopted by many firms as the way of the future, Customer Relationship Management is now facing its toughest challenge yet: the company evaluation. Measuring what gains CRM has made for your company, if any, is sound business. And Performance-Driven CRM lets you determine how sound your investment in CRM has been, with practical tools for measuring and monitoring CRM initiatives and its impact on operations and the bottom line. Fully equipped with questionnaires, assessment tools, exercises, and action plans, the book also contains case studies and best practice examples from PricewaterhouseCoopers's global CRM practice, including FedEx, NEC, and Sears. With tips on e-business applications, the book describes how to use Web tools in research and what to measure in an Internet environment. This is an ideal resource for measuring-and maximizing-the return on your firm's CRM investment.

Full Product Details

9780470831618

Table of Contents

Reviews

A...a practical guide through the CRM minefield for anyone committed to delivering improved relationshipsA... (Marketing, 24 October 2002)

Author Information

Stanley A. Brown (Toronto, Ontario) is a partner in PricewaterhouseCoopersa Global Customer Relationship Management (CRM) Practice. He is a frequent speaker globally on topics of customer care and CRM, and writes regularly for Sales and Marketing Management Magazine and ICSA News, the newsletter of the International Customer Service Association. He is the author of: Customer Relationship Management (Wiley: 0--471--64409--9), Strategic Customer Care (Wiley: 0--471--64342--4), and What Customers Value Most (Wiley: 0--471--64123--5), and editor of Breakthrough Customer Service (Wiley: 0--471--64232--0). Moosha Gulycz (Toronto, Ontario) is a Principal Consultant with PricewaterhouseCoopersa Customer Relationship Management (CRM)Practice. She is responsible for the Canadian CRM Integrated Multi Channel Solutions services practice. She has spoken across the US and Canada on the topic of the relationship between CRM and Performance Mearsurement.

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