| customer relationship management project: Customer Relationship Management Judith W. Kincaid, 2003 An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations. |
| customer relationship management project: Customer Relationship Management Francis Buttle, 2008-10-23 This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes: · A Tutor Resource pack available to instructors who adopt this text · Case examples illustrating CRM in practice · Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with eight new chapters. |
| customer relationship management project: Customer Relationship Management Francis Buttle, Stan Maklan, 2015-02-11 Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: Updated instructor support materials online Full colour interior Brand new international case illustrations from many industry settings Substantial revisions throughout, including new content on: Social media and social CRM Big data and unstructured data Recent advances in analytical CRM including next best action solutions Marketing, sales and service automation Customer self-service technologies Making the business case and realising the benefits of investment in CRM Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management. |
| customer relationship management project: Customer Relationship Management Federico Rajola, 2013-03-19 Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well. |
| customer relationship management project: Customer Relationship Management Michael Pearce, 2021-03-08 CRM first entered the business vocabulary in the early 90’s; initially as a systems driven technical solution. It has since escalated in importance as system providers increased their market penetration of the business market and, in parallel, CRM’s strategic importance gained more traction as it was recognized that CRM was, at its heart, a business model in the pursuit of sustainable profit. This was accentuated by the academic community stepping up their interest in the subject in the early 2000’s. Today, it is a universal business topic which has been re-engineered by the online shopping revolution in which the customer is firmly placed at the center of the business. The current reality, however, is that, for the vast majority of businesses, CRM has not been adopted as a business philosophy and practicing business model. It has not been fully understood and therefore fully embraced and properly implemented. The author addresses this head-on by stripping CRM down into its component parts by delving into and explaining the role and relevance of the C, R, and M in CRM. This is a practical guide but set within a strategic framework. The outage is clear actionable insights and how to convert them into delivery. It is written in an easily digestible, non-jargon style, with case studies to demonstrate how CRM works. This book can be immediately used as the primary practical reference to guide the development and implementation of a CRM strategy. |
| customer relationship management project: Designing a Data Warehouse Chris Todman, 2001 PLEASE PROVIDE COURSE INFORMATION PLEASE PROVIDE |
| customer relationship management project: CUSTOMER RELATIONSHIP MANAGEMENT KAUSHIK MUKERJEE, 2007-07-25 This textbook on CRM, a new approach to marketing, is comprehensive and managerially very useful. Its case studies with a mixture of Indian and non-Indian cases, are extremely interesting and will be fun for students to learn and for instructors to teach. JAGDISH N. SHETH, Professor of Marketing,Emory University This straightforward and easy-to-read text provides students of manage-ment and business studies with a thorough understanding of fundamental abilities and strategies that lead to the successful implementation of practice of CRM (Customer Relationship Management), regarded as the wonder solution to all the problems encountered by marketers. To cope with the increasing intensity of competition, necessitating a drive towards enhancement of customer satisfaction, the book emphasizes the need for integration and coordination along the value chain to effectively and efficiently manage customers. The book focuses on best practices in CRM and illustrates along the way through several interesting case studies how CRM has been used in various industries to build relationships with customers. The book also provides a solid grounding in tools, techniques and technologies used in CRM and explains in detail the power of eCRM to help companies make their vision of CRM a reality. The text is intended for students of MBA, PGDM (Postgraduate Diploma in Management), and PGPBA (Postgraduate Programme in Business Administration). Besides, this book is a useful reference for managerial and marketing professionals. KEY FEATURES Provides insight into contemporary developments in CRM Cites Indian as well as global examples Offers case studies on Indian and global companies to highlight the use of CRM |
| customer relationship management project: The Hidden Leader Scott Edinger, James M. KOUZES, Laurie Sain, 2015-02-04 This book helps managers recognize hidden gems in the workplace and learn how to utilize them for their greatest impact. Think you can spot the leaders in your company? Don’t assume that you can identify them by their positions. What about those employees who consistently step up: the field agent who solves a previously intractable problem; the service rep who thinks outside the box and creates unshakeable customer loyalty. These are more than “good employees”, these are “hidden leaders” and they are critical to an organization’s long-term success. Managers today need to make the most of all their resources—and The Hidden Leader shows them how to identify and cultivate these talented but under utilized employees, who: Demonstrate integrity Lead through authentic relationships Focus on results Work from clear customer purpose Fulfill the value promise of the company Don’t settle for the traditional feedback that tells you these are “good employees” who deserve a pat on the back and a 3 percent increase at the end of the year. These hidden leaders will soon be pulled out by another organization giving them the opportunity they deserve. Supported by real-world examples of hidden leaders in action--and QR codes readers can scan for instant access to online assessments--The Hidden Leader helps managers discover these secret saviors and enable them to deliver even greater value to customers. |
| customer relationship management project: Customer Relationship Management Systems Handbook Duane E. Sharp, 2002-07-19 This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. It takes readers through the evolution of CRM- from its early beginning to today's sophisticated data warehouse-based systems. Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations. The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, the last chapter explores the benefits of a well-conceived CRM strategy. |
| customer relationship management project: Customer Relationship Management V. Kumar, Werner J. Reinartz, 2006 Customer relationship management (CRM) offers the potential of maximised profits for todays highly competitive businesses. This title describes the methods and structures for integrating CRM principles into the workplace, so that a strong customer relationship can be achieved. |
| customer relationship management project: CRM in Real Time Barton J. Goldenberg, 2008 This comprehensive guide to Customer Relationship Management (CRM) draws on Barton Goldenbergs 20 plus years of experience guiding firms to a successful implementation of CRM solutions and techniques. Goldenberg demonstrates how the right mix of people, process, and technology can help firms achieve a superior level of customer satisfaction, loyalty, and new business. Beginning with a primer for executives who need to get quickly up-to-speed on CRM, the book covers a full range of critical issues including integration challenges and security concerns, and illuminates CRMs key role in the 24/7/365 real-time business revolution. CRM in Real Time is an essential guide for any organization seeking to maximize customer relationships, coordinate customer-facing functions, and leverage the power of the Internet as business goes real time. |
| customer relationship management project: Customer Relationship Management in the Financial Industry Federico Rajola, 2014-07-08 An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack of complete business integration. Increased exchange of knowledge between customers and the amount of such data available is steadily becoming a challenge for companies, especially in extending internal systems to global information systems with the purpose to collect and update data on a global scale. In this book, Prof. Rajola analyses different aspects of CRM systems taking both an organizational and a technological perspective. He adopts a theoretical framework to unpack issues associated with the need for companies to integrate operations and business processes. The emphasis is then drawn to development of effective CRM (and CRM 2.0) initiatives by making use of illustrative case studies of successful CRM systems implementation in the financial industry. The framework adopted in this book can be used by both scholars and managers to evaluate the interdependencies between operations, business processes, and CRM systems. . |
| customer relationship management project: Customer Relationship Management Jon Anton, Natalie L. Petouhoff, 2002 This work recommends initiatives for improving customer service and managing change, describing methodologies geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. Anton is director of benchmark research at Purdue University's Center for Customer-Driven Quality. Petouhoff works in the private sector. Annotation copyrighted by Book News, Inc., Portland, OR. |
| customer relationship management project: Customer Relationship Management Lakshman Jha, 2008 A managers, whether brand-new to their postions or well established in the corporate hirearchy, can use a little brushing-up now and then. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one today's hottest topics. Customer relationships management: A strategic approach supplies easy-to-apply sloutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective and how to create and manage both short-and long -term relationships.This book acquaints student focuses on the strategic side of customer relationship management.The text provides students with and understanding of customer relationship management and its applications in the business fields of marketing and sales. |
| customer relationship management project: The Customer Relationship Management Survival Guide Dick Lee, Richard A. Lee, 2000 |
| customer relationship management project: Customer Relationship Management and the Social and Semantic Web Ricardo Colomo-Palacios, Joao Varajao, Pedro Soto-Acosta, 2012 This book provides an overview of the field of the Semantic Web, social Web and CRM by uniting various research studies from different subfields, exploring the opportunities and challenges confronting organizations using Web 2.0 and 3.0--Provided by publisher. |
| customer relationship management project: The The Art of CRM Max Fatouretchi, 2019-05-22 This CRM masterclass gives you a proven approach to modern customer relationship management Key FeaturesProven techniques to architect CRM systems that perform well, that are built on time and on budget, and that deliver value for many yearsCombines technical knowledge and business experience to provide a powerful guide to CRM implementationCovers modern CRM opportunities and challenges including machine learning, cloud hosting, and GDPR complianceBook Description CRM systems have delivered huge value to organizations. This book shares proven and cutting-edge techniques to increase the power of CRM even further. In The Art of CRM, Max Fatouretchi shares his decades of experience building successful CRM systems that make a real difference to business performance. Through clear processes, actionable advice, and informative case studies, The Art of CRM teaches you to design successful CRM systems for your clients. Fatouretchi, founder of Academy4CRM institute, draws on his experience over 20 years and 200 CRM implementations worldwide. Bringing CRM bang up to date, The Art of CRM shows how to add AI and machine learning, ensure compliance with GDPR, and choose between on-premise, cloud, and hybrid hosting solutions. If you’re looking for an expert guide to real-world CRM implementations, this book is for you. What you will learnDeliver CRM systems that are on time, on budget, and bring lasting value to organizationsBuild CRM that excels at operations, analytics, and collaborationGather requirements effectively: identify key pain points, objectives, and functional requirementsDevelop customer insight through 360-degree client view and client profilingTurn customer requirements into a CRM design specArchitect your CRM platformBring machine learning and artificial intelligence into your CRM systemEnsure compliance with GDPR and other critical regulationsChoose between on-premise, cloud, and hybrid hosting solutionsWho this book is for CRM practitioners who want to update their work with new, proven techniques and approaches |
| customer relationship management project: Relationship Management and the Management of Projects Hedley Smyth, 2014-08-27 Relationship Management and the Management of Projects is a guide to successfully building and managing relationships as a project manager and in the project business. Relationship management is a core skill for any project business to develop capabilities and manage the interface with projects, providing guidance to project managers as they negotiate with business partners and coordinate between business functions. Whatever the structures and procedures an organization has and whatever the project management tools and techniques, they are only as good as the hands they are in. Yet relationship management, though a well-established discipline, is rarely applied to the process-driven world of project management. This book is a much-needed guide to the process of enhancing these skills to boost firm performance, team performance and develop collaborative practices. Hedley Smyth guides you through the processes of relationship management examining the theory and practice. This book highlights the range of options available to further develop current practices to ensure a successful relationship management in all stages of a project’s lifecycle. Relationship Management and the Management of Projects is valuable reading for all students and specialists in project management, as well as project managers in business, management, the built environment, or indeed any industry. |
| customer relationship management project: The Definitive Guide to Social CRM Barton J. Goldenberg, 2015 Social CRM is already enabling innovative companies to engage customers through powerfully effective two-way dialogues, and to build customer-centric strategies that drive real value. In this book the field's leading expert offers a proven, four-step methodology for making Social CRM work in any organization: B2B, B2C, or B2B2C. Writing for both decision-makers and implementers, Barton Goldenberg shows how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today's leading social platforms. Goldenberg shows how to: Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond Integrate this information into expanded customer profiles Use these profiles to personalize your customer service, marketing messages, and sales offers far more effectively Goldenberg assesses the changing impact of social media on customer relationships, identifies smarter ways to profitably integrate it throughout your business, guides you through Social CRM planning and implementation, and examines key challenges and opportunities in leveraging Social CRM after you've deployed it. You'll find practical advice on issues ranging from strategy to software selection, vendor negotiation to team development and day-to-day operations. Goldenberg concludes by previewing the future of Social CRM - and the fast-changing customer tomorrow's systems must serve. |
| customer relationship management project: Customer Relationship Management SCN Education, 2012-12-27 This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition. |
| customer relationship management project: The Importance of Customer Relationship Management in Business Marketing Robert Stolt, 2010-12-15 Essay from the year 2010 in the subject Business economics - Customer Relationship Management, CRM, grade: A, University of St Andrews, language: English, abstract: An increased competitive situation on the basis of similar products, scarce resources, advancements in technology and changes in customer behaviour are forcing companies to consider a sustained and efficient structure of the provision of their services over and above a strong customer orientation. Customer relationship management (CRM), as a part of strategic marketing, can be seen as the emerging management paradigm, with which companies seek to respond to these changing market conditions. Through the adoption of a CRM system, companies are able to collect and evaluate specific knowledge about their customers in a systematic way, hence primarily improving customer service and customer loyalty. Until recently, companies ignored the importance of this, which lead to a loss of customers and thus a decrease in profitability. Beyond that, the fact that companies neglect their customers is oftentimes intensified by a lack of appropriate equipment, tools or project management methods. Estimates by some market observers even state that nearly 70 - 80% of all CRM projects fail or do not attain the intended target. Nevertheless, CRM can be an effective and profitable cross-functional management tool for attaining a lasting exchange with customers across all their points of contact and access with a personalised treatment of the most beneficial customers in order to ascertain customer retention and the effectiveness of marketing initiatives. The adoption of an effective customer relationship management within the field of business-to-business (B2B) marketing is therefore essential, as companies have to be exceedingly responsive to individual customer preferences, equally requiring a differentiated sales approach in order to raise customer profitability. The objective of this paper is to provide a clear overview of the importance of customer relationship management. The coursework is divided into five chapters. Initially, the general theoretic foundations of customer relationship management are explained in chapter two. Thereafter, the specific advantages of adopting a CRM approach for business organisations will be outlined in chapter three. Chapter four describes a framework of CRM explaining the ideas and techniques within a business marketing context. Finally, in a retrospective analysis of the paper, the research findings will be analysed and an outlook of the future development of CRM in business marketing will be given. |
| customer relationship management project: Customer Relationship Management Andreas Muther, 2012-12-06 Under the term Customer Relationship Management (CRM) companies such as Siebel Systems offer solutions geared at optimising customer processes. These companies claim high customer satisfaction and reduced costs. Traditional software giants like SAP and Oracle have also begun to provide software solutions in the areas of marketing, sales and service. For many enterprises, the re-organisation of so-called front-office-processes is new ground. But what must a company consider when it initiates a CRM project? It is important to start with the customer needs before moving on to customer relationships as a whole. This book describes customer relationships using the concept of Customer Buying Cycle and thus creates a neutral orientation framework for CRM projects. |
| customer relationship management project: Success with Microsoft Dynamics CRM 4.0 Aaron Yetter, Justin Mathena, Hoss Hostetler, 2008-12-24 Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management is aimed at readers who are interested in understanding how to successfully implement Microsoft Dynamics CRM 4.0 within their projects. It is intended as an implementation roadmap for the business and technical representatives leading or engaged in a project. The book covers the capabilities of Microsoft Dynamics CRM, both in the traditional functional areas of sales, marketing, and service and as an applications framework for XRM deployments. The book demonstrates CRM best practices for design, configuration, and development. Through real–world solutions and exercises, you will be given the confidence and expertise to deliver an implementation that provides long–term success for your organization. |
| customer relationship management project: Customer Relationship Management Francis Buttle, 2009 This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims. |
| customer relationship management project: How to Win at CRM Seth Kinnett, 2017-07-28 This book provides clarity and guidance on effective strategy, implementation and management of CRM. It explores both the conceptual and cultural context of CRM initiatives along with the particulars of CRM system implementation and management. In order to provide this clarity, it surveyed the existing academic publications surrounding CRM, sales force automation, and related topics within information systems literature. The book supplements this research with insights from CRM experts to provide a robust picture of the CRM landscape and how to improve it no matter what role you play within your organization. This book is for everyone who wants to achieve CRM success. |
| customer relationship management project: CRM in Financial Services Bryan Foss, Merlin Stone, 2002 Packed with international case studies and examples, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globally, and then goes on to provide comprehensive and practical guidance on: making the most of your customer base; systems and data management; risk and compliance; channels and value chain issues; implementation; strategic implications. |
| customer relationship management project: Customer Relationship Management Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard, 2007-06-01 Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme. The book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment - with 16 best practice case studies which set the universal theory in a specific practical context. These feature a range of companies, including Orange, Brittania, Homebase, Canada Life, Sun Microsystems, Natwest, Sears, Roebuck & Co., Nortel Networks and Siemens. The book concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM. Customer Relationship Management is a vital instrument for anyone who needs to know how to develop and measure effective CRM within an organization. It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading. |
| customer relationship management project: Customer Relationship Management Dr. L. Senthil Kumar, Dr. M. Vimalarani, 2023-06-07 Dr. L. Senthil Kumar, Associate Professor, Department of Commerce, Dr.N.G.P Arts and Science College, Coimbatore, Tamil Nadu, India. Dr. M. Vimalarani, Assistant Professor, Department of Commerce, KG College of Arts and Science, Coimbatore, Tamil Nadu, India. |
| customer relationship management project: Consumer Information Systems and Relationship Management: Design, Implementation, and Use Lin, Angela, 2013-05-31 Businesses continue to design and implement a variety of information systems that facilitate the creation, aggregation, and provision of product-related information in order to increase the role that quality information is playing in consumers decision-making processes. Consumer Information Systems and Relationship Management: Design, Implementation, and Use highlights empirical research, theoretical frameworks, and relevant models on the understanding and implementation of consumer information systems. By covering consumer perceptions of practicality and ease of use, this book is essential for practitioners in business environments and strategic management, meeting consumer needs through the use of digital and Web-based technologies as well as recent empirical research findings and design and implementation of innovative information systems. This book is part of the Advances in Marketing, Customer Relationship Management, and E-Services series collection. |
| customer relationship management project: Fuzzy Methods for Customer Relationship Management and Marketing: Applications and Classifications Meier, Andreas, 2012-01-31 This book explores the possibilities and advantages created by fuzzy methods through the presentation of thorough research and case studies--Provided by publisher. |
| customer relationship management project: Firm Competitive Advantage Through Relationship Management Bartosz Deszczyński, 2021-03-25 Relationship management (RM) is an essential part of business, but its success as a business model can be hard to measure, with some firms embracing a model that is truly relationship-orientated, while others claim to be relationship-orientated but in fact prefer transactional short-term gain. This open access book aims to develop a mid-range theory of relationship management, examining truly relationship-orientated firms to discover not only what qualities these firms have that make them successful at the RM model, but also what benefits this model has for the firm. It addresses questions like how RM-mature companies achieve and sustain competitive advantage, and what determines the scale and scope of these firms, illustrating with case studies. This book will be of interest to scholars studying leadership and strategy, especially those interested in relationship management, business ethics and corporate social responsibility. It will also be of interest to professionals looking to develop their understanding of relationship management. |
| customer relationship management project: Customer Relationship Management Samit Chakravorti, 2023-02-23 Customer Relationship Management: A Global Approach provides a uniquely global, holistic, strategic and tactical grounding in managing customer and other stakeholder experiences and relationships across the value chain, cultures and countries. Reflecting the global structures of companies operating today, the author draws on his research knowledge alongside industry and teaching experience to connect Customer Relationship Management (CRM) core concepts, processes and strategies with international business opportunities and challenges, including globalization and cross-cultural marketing. Emphasis is placed on the need for developing cross-cultural skills and cultural intelligence for identifying and fulfilling cross country CRM opportunities, through analytical, strategic, operational and social CRM projects. Written in an accessible style throughout, the eleven chapters provide ample depth to support a full course related to CRM, spanning: · CRM foundations · planning and implementation · managing stakeholder relationships · improving global CRM implementation Wide-ranging case studies include: Royal Bank of Scotland, the Nike hijab, Instagram, HubSpot and the pharmaceutical industry in India. The text will appeal to advanced undergraduate and graduate students studying CRM, Relationship Marketing and International Marketing, as well as CRM and marketing practitioners. Samit Chakravorti is an Associate Professor of Marketing at Western Illinois University in the United States. |
| customer relationship management project: The CRM Handbook Jill Dyché, 2001-08-09 To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management. It shows you: The various roles CRM plays in business, and why it's more important than ever The range of CRM applications and uses, from sales force automation to campaign management to e-CRM and beyond The context of some of the popular CRM buzzwords The differences between CRM and business intelligence, and why they're symbiotic Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic Case studies of visionary companies who've done CRM the right way “ |
| customer relationship management project: Customer Relationship Management Francis Buttle, 2004-02-18 Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access. |
| customer relationship management project: Customer Relationship Management Systems Handbook Duane E. Sharp, 2002-07-19 This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. It takes readers through the evolution of CRM- from its early beginning to today's sophisticated data warehouse-based systems. Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations. The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, the last chapter explores the benefits of a well-conceived CRM strategy. |
| customer relationship management project: CUSTOMER RELATIONSHIP MANAGEMENT KAUSHIK MUKERJEE, 2007-07-25 This textbook on CRM, a new approach to marketing, is comprehensive and managerially very useful. Its case studies with a mixture of Indian and non-Indian cases, are extremely interesting and will be fun for students to learn and for instructors to teach. JAGDISH N. SHETH, Professor of Marketing,Emory University This straightforward and easy-to-read text provides students of manage-ment and business studies with a thorough understanding of fundamental abilities and strategies that lead to the successful implementation of practice of CRM (Customer Relationship Management), regarded as the wonder solution to all the problems encountered by marketers. To cope with the increasing intensity of competition, necessitating a drive towards enhancement of customer satisfaction, the book emphasizes the need for integration and coordination along the value chain to effectively and efficiently manage customers. The book focuses on best practices in CRM and illustrates along the way through several interesting case studies how CRM has been used in various industries to build relationships with customers. The book also provides a solid grounding in tools, techniques and technologies used in CRM and explains in detail the power of eCRM to help companies make their vision of CRM a reality. The text is intended for students of MBA, PGDM (Postgraduate Diploma in Management), and PGPBA (Postgraduate Programme in Business Administration). Besides, this book is a useful reference for managerial and marketing professionals. KEY FEATURES Provides insight into contemporary developments in CRM Cites Indian as well as global examples Offers case studies on Indian and global companies to highlight the use of CRM |
| customer relationship management project: Customer Relationship Management SCN Education, 2013-11-11 This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition. |
| customer relationship management project: Customer Relationship Management: A Step H. Peeru Mohamed, 2003-01-01 This book succinctly explains the cardinal principles of effective customer relationship management (CRM) acquiring, retaining and expanding customer base. The concepts, process, techniques, significance and architectural aspects of CRM are dealt in comprehensive manner. The book would serve as a useful source of reference for designing, developing and implementing CRM in any organization. |
| customer relationship management project: Effective Sales Force Automation and Customer Relationship Management Raj Agnihotri, 2010-07-26 As we move deeper into the 21st century, firms continue to struggle with the implementation of sales force technology tools and the role they play in sales representative performance. Foreseeing a changing environment, many sales organizations have begun to focus on technology-related strategies, business processes, and applications to adapt to these emerging issues. With this in mind, sales force technology usage has changed the methods of selling. Salespeople are no longer selling just a product; instead, they are providing a valuable solution to customer problems. Salespeople now act as consultants or experts and provide customized solutions. This role requires salespeople to develop a technological orientation to access, analyze, and communicate information in order to establish a strong relationship with customers. Sales technology enables salespeople to answer the queries of customers and effectively provide competent solutions. The ability to answer queries and provide solutions leads to strong relationships between a salesperson and a customer. Thus, technology tools are not only used for smoothing the work process, but also have strategic utilizations. With the adoption of technological tools at exponential rates, many firms fell into pitfalls and witnessed failure of their technology initiatives. The purpose of this book is to outline the important steps that must be considered and adhered to when implementing sales force technology. Perhaps the most important aspect covered within this book is that technology usage is both a strategy and a tool; therefore, we outline both strategic considerations as well as implementation procedures throughout each chapter. It is important to consider all the steps and the necessary actions that will need to take place before the first penny is spent; then and only then will the technology have its intended effect. |
| customer relationship management project: Electronic Customer Relationship Management Jerry Fjermestad, Nicholas C Robertson Jr, 2015-05-15 This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce. |
“A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT …
Customer relationship management describes a company-wide business strategy including customer- interface departments as well as other departments. The primary objective of this …
Planning and implementing customer relationship …
The project might span several years and cost many millions of dollars. A small CRM project might involve rolling out an off-the-shelf contact management system such as GoldMine or …
THE PLANNING OF A CUSTOMER RELATIONSHIP …
Abstract: After a brief presentation of the aspects regarding the planning of a customer relationship management (CRM) project, we emphasize the factors that assure the success of …
Customer Relationship Management (CRM) System
Scope of this project is to deliver a customer relationship management (CRM) system to track the customers’ status. This CRM system will include the module such as analysis, emailing, user …
Project Dissertation Report on Customer Relationship …
It gives me great pleasure to declare that my project “Customer Relationship Management in State Bank of India” has been prepared purely from the point of view of student requirements.
FINAL YEAR PROJECT REPORT CUSTOMER RELATIONSHIP …
The Customer Relationship Management (CRM) system needs to support all the basic step of customer life cycle. The Basic Steps are: Attracting present and new leads (customers).
A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT AND …
This project explains the need of customers and the services provided by the Kotak bank to its customers and history of bank and its achievement over the years. In this project customer …
Sample R.F.P. for Customer Relationship Management System
ABC seeks a vendor and client data technology solution. The stated solution will serve as the client and outcomes tracking system for multiple ABC programs and would replace an access …
A Study on Customer Relationship Management - IOSR Journals
Abstract: CRM is a strategy that focuses on building strong relationship with customer and potential customer for creating and maintaining a loyal customer base.
Customer Relationship Management - ac
This Training Manual on Customer Relationship Management was developed by National Institute of Business Management as a commissioned assignment and would provide details of the …
CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL …
There a number of subjects and topics which can be discussed in the chapters to come regarding the retail sector beginning from customer expectations to CRM strategies but here in this …
BBA-II Year. Subject-Customer Relationship Management
Customer Relationship Management (CRM) refers to the practices, strategies, and technologies that organizations use to manage interactions and relationships with their customers.
THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT …
In this paper, we investigated the impact of customer relationship management (CRM) on an organisation’s performance with the case study of Dangote Flour mill.
An Overview to Customer Relationship Management
Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's customers. It is an inte grated approach
Personal interaction and customer relationship management …
Purpose of this research is to study and understand the personal interaction in customer relationship management within the project of business. It was preferred and anticipated to find …
Customer Relationship Management System - World Wide …
In today’s highly competitive business environment, CRM (Customer Relationship Management) systems, which pro-vide the framework for analyzing customer portability and improving …
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM
This is a development-based project for a Customer Relationship Management (CRM) system for Customer Service Management. A CRM system is mainly used in businesses from small to …
Customer Relationship Management System and Customer …
Customer relationship management systems are applied by organizations in identifying new opportunities which provide avenue for business expansion. Ng’ang’a (2017) argues
Customer Relationship Management
Purpose: This paper aims at exploring the theoretical foundations of customer relationship management and its relationship to the marketing performance from the several perspectives.
A REVIEW OF CUSTOMER RELATIONSHIP MANAGEMENT
Abstract:- The study looks at Customer Relationship Management (CRM) literature with a particular focus on CRM's effect on client satisfaction & customer loyalty. CRM is a series of …
“A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT …
Customer relationship management describes a company-wide business strategy including customer- interface departments as well as other departments. The primary objective of this …
Planning and implementing customer relationship …
The project might span several years and cost many millions of dollars. A small CRM project might involve rolling out an off-the-shelf contact management system such as GoldMine or …
THE PLANNING OF A CUSTOMER RELATIONSHIP …
Abstract: After a brief presentation of the aspects regarding the planning of a customer relationship management (CRM) project, we emphasize the factors that assure the success of …
Customer Relationship Management (CRM) System
Scope of this project is to deliver a customer relationship management (CRM) system to track the customers’ status. This CRM system will include the module such as analysis, emailing, user …
Project Dissertation Report on Customer Relationship …
It gives me great pleasure to declare that my project “Customer Relationship Management in State Bank of India” has been prepared purely from the point of view of student requirements.
FINAL YEAR PROJECT REPORT CUSTOMER RELATIONSHIP …
The Customer Relationship Management (CRM) system needs to support all the basic step of customer life cycle. The Basic Steps are: Attracting present and new leads (customers).
A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT …
This project explains the need of customers and the services provided by the Kotak bank to its customers and history of bank and its achievement over the years. In this project customer …
Sample R.F.P. for Customer Relationship Management …
ABC seeks a vendor and client data technology solution. The stated solution will serve as the client and outcomes tracking system for multiple ABC programs and would replace an access …
A Study on Customer Relationship Management - IOSR …
Abstract: CRM is a strategy that focuses on building strong relationship with customer and potential customer for creating and maintaining a loyal customer base.
Customer Relationship Management - ac
This Training Manual on Customer Relationship Management was developed by National Institute of Business Management as a commissioned assignment and would provide details of the …
CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL …
There a number of subjects and topics which can be discussed in the chapters to come regarding the retail sector beginning from customer expectations to CRM strategies but here in this …
BBA-II Year. Subject-Customer Relationship Management
Customer Relationship Management (CRM) refers to the practices, strategies, and technologies that organizations use to manage interactions and relationships with their customers.
THE IMPACT OF CUSTOMER RELATIONSHIP …
In this paper, we investigated the impact of customer relationship management (CRM) on an organisation’s performance with the case study of Dangote Flour mill.
An Overview to Customer Relationship Management
Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's customers. It is an inte grated approach
Personal interaction and customer relationship …
Purpose of this research is to study and understand the personal interaction in customer relationship management within the project of business. It was preferred and anticipated to …
Customer Relationship Management System - World Wide …
In today’s highly competitive business environment, CRM (Customer Relationship Management) systems, which pro-vide the framework for analyzing customer portability and improving …
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM
This is a development-based project for a Customer Relationship Management (CRM) system for Customer Service Management. A CRM system is mainly used in businesses from small to …
Customer Relationship Management System and Customer …
Customer relationship management systems are applied by organizations in identifying new opportunities which provide avenue for business expansion. Ng’ang’a (2017) argues
Customer Relationship Management
Purpose: This paper aims at exploring the theoretical foundations of customer relationship management and its relationship to the marketing performance from the several perspectives.
A REVIEW OF CUSTOMER RELATIONSHIP MANAGEMENT
Abstract:- The study looks at Customer Relationship Management (CRM) literature with a particular focus on CRM's effect on client satisfaction & customer loyalty. CRM is a series of …
