Customer Relationship Management

Fast track route to developing world customer relationships Covers all the key techniques for successful customer relationship management, from developing profitable customer relationships to integrated sales management systems and from e-marketing to pricing Examples and lessons from some of the world's most successful businesses, including Cisco and EclipsysEMC, and ideas from the smartest thinkers, including Don Peppers, Thomas Siebel and Patricia Seybold Includes a glossary of key concepts and a comprehensive resources guide

Introduction to CRM Definition of terms The Evolutionof CRM The E-Dimension The Global Dimension The State of the Art In Practice: CRM Success Stories Key Concepts and thinkers Resources Ten Steps to Making CRM Work