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Customer Relationship Management: A Strategic Imperative in the World of
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Customer Relationship Management: A Strategic Imperative in the World of E-Business Hardback - 2000 - 1st Edition

by Stanley A. Brown (Editor)

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From the publisher

Maximize customer satisfaction and maximize your bottom line

Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction.
* Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care

Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.

First line

What exactly is CRM and why is everybody so concerned about it?

Details

  • Title Customer Relationship Management: A Strategic Imperative in the World of E-Business
  • Author Stanley A. Brown (Editor)
  • Binding Hardback
  • Edition number 1st
  • Edition 1
  • Pages 376
  • Volumes 1
  • Language ENG
  • Publisher Wiley, Toronto, ON, Canada
  • Publication date May 30, 2000
  • Illustrated Yes
  • ISBN 9780471644095 / 0471644099
  • Weight 1.43 lbs (0.65 kg)
  • Dimensions 9.36 x 6.39 x 1.01 in (23.77 x 16.23 x 2.57 cm)
  • Category Business / Economics / Finance
  • Library of Congress subjects Electronic commerce, Customer relations - Management
  • Library of Congress Catalogue Number 00709499
  • Dewey Decimal Code 658.812

About the author

Stanley A. Brown is the Contributing Editor of Customer Relationship Management and a Partner in the Customer Relationship Management (CRM) consulting practice at PricewaterhouseCoopers. He leads PricewaterhouseCoopers' International Centre of Excellence in Customer Care.

He is a frequent speaker on the topic of customer care, and writes regularly for newsletters and magazine around the globe. He is the author of five previous books: Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability (Wiley, 1999), Breakthrough Customer Service: Best Practices of Leaders in Customer Support (Wiley, 1997), What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers (Wiley, 1995), Total Quality Service, and Creating the Service Culture.

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Customer Relationship Management: A Strategic Imperative in the World of E–Business
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Customer Relationship Management: A Strategic Imperative in the World of E-Business

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