Customer Relationship Management, Hard Cover

As the business world increasingly shifts from product focus tocustomer focus, most organizations recognize that treating existingcustomers well is the best source of profitable and sustainablerevenue growth. But in the age of e-business, companies arechallenged more than ever before to truly satisfy their customers. In the face of increasing competition, mature markets, and theever-demanding customer, it is easier than ever for customers todefect from your organization when they are just a click away fromchecking out the competition. Customer Relationship Management (CRM) is the keycompetitive strategy you need to stay focused on the needs of yourcustomers and to integrate a customer-facing approach throughoutyour organization. CRM is an enterprise-wide approach to not onlyacquiring and deploying knowledge about your customers, but also toimproving and automating the business processes that deliver valueto your organization's customers, suppliers, and employees. Inshort, CRM is critical to your business success. Sound complicated? It's not. Customer RelationshipManagement: A Strategic Imperative in the World of e-Businessoutlines what it takes to be effective in managing the customerrelationship: What CRM is and how you can use it as a key competitiveadvantage Leading trends and best practices in CRM Successes and failures of organizations around the globe thathave implemented CRM The 20 key steps in implementation of CRM The role of people, processes and technology to enable CRM How to define strategies for customers, channels and products,and infrastructure Information-enabled enterprises are the business model of thefuture. The next evolution in CRM, eCRM, involves integrating newweb technologies with other traditional channels to improvecustomer service and satisfaction, and to contain costs. Newtechnologies allow your firm to have relationships with thousands,or even millions, of customers, but on a one-to-one basis.Customer Relationship Management: A Strategic Imperative in theWorld of e-Business: Explains how new technologies enable CRM as never before. Shows how back-office solutions create front-lineefficiencies. Features examples and case studies of best-in-class companiesthat have integrated new web technologies with traditional channelsto give them the right marketing mix (for interaction withcustomers rather than simply forcing self-service). Demonstrates how to implement and integrate several CRMtechnologies at once. Includes contributions from PricewaterhouseCoopers CRMconsulting partners and senior professionals from around theglobe. A proven, best-practices approach to achieve CRM In order to compete effectively in today's marketplace, organizations must be customer-focused, not product-focused. Customer relationship management (CRM) is the way to integrate this approach throughout an organization. This book covers all aspects of CRM, including developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care. It shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits and provide maximum customer satisfaction. Case studies from organizations PricewaterhouseCoopers has worked with, including Motorola, Compaq, and Lufthansa. The Market and Customer Management (MCM) Practice of PricewaterhouseCoopers assists businesses in transforming themselves to achieve sustainable growth in revenues and profits. The practice is fully integrated into PWC's industry groups and leverages the market recognized capabilities of PWC's core strategic change, process improvement, and technology solutions practices.