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The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM,Used
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Customer Relationship Management (CRM) is the buzz of the business world. Broader than the ageold principle that "the customer is always right," CRM targets profitable ways to act on that premise, at all times, across all channels and functionskeeping the customer coming back for more.Now, THE CUSTOMER DIFFERENTIAL provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the stepbystep guidelinescomplemented by illuminating case studieson how to put into practice this powerful new directive, including how to:* Implement a fourstep planning process to ensure a successful CRM initiative * Refocus the business and organize the entire company around CRM * Support CRM using metrics and analytics, as well as systems and technology * Transform customer interactions in every department, and at every customer touchpoint
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