Customer Relationship Management: The Bottom Line to Optimizing Your Roi - Softcover

Anton, Jon; Petouhoff, Natalie L.

Softcover

ISBN 10: 0130990698 ISBN 13: 9780130990693

Publisher: Prentice Hall, 2001

Synopsis

For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior.

Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. Throughout, students see through measurable data-containing examples how CRM theory is applied with great success by various real-life companies. They learn 1) the scientific reasons why people resist change, 2) a process to deal with it (Successful People Process SSP™) and a process to measure the results in an on-going manner, and 3) how to tie those measure results to the bottom-line (SP3M™).

About this edition

• Publisher: Prentice Hall
• Publication date: 2001
• ISBN 10: 0130990698
• ISBN 13: 9780130990693
• Binding: Paperback
• Edition number: 2
• Number of pages: 254