Accelerating Customer Relationships - Using Crm And Relationships Technologies - Swift Ronald-S

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Résumé :
In Accelerating Customer Relationships, a world-renowned CRM expert shows you how to build knowledge "InfoStructures" that deliver breakthrough profitability and customer loyalty. Ron Swift walks you step-by-step through integrating all customer "touchpoints'': retail sites, the Web, call centers, branches, telemarketing, direct mail, Internet portals, and beyond. Swift covers every aspect of enterprise-wide relationship management-strategies, processes, platforms, software, database, methodologies, partnerships, channels, and more. Through practical examples and case studies, you'll discover how to: - Identify your most profitable customers and find more just like them - Shorten your sales cycle by anticipating customer needs and desires - Manage your channel partnerships and all relationships more profitably - Maintain customer privacy and confidentiality while benefiting from profiling - Calculate the economic value of customer relationship management - Discover the key factors that make or break CRM and I/S projects The high-value, loyal customer is the No. 1 focal point for growth organizations worldwide! Today's relationship technologies give you an unprecedented opportunity to strengthen and deepen the customer relationships you care about most. This is the key-and the edge-to 21st century success for most businesses. Let Ron Swift show you how to do it-before your competitors do!

Biographie:
RONALD S. SWIFT is Vice President, Customer Relationship Management Solutions, NCR Corporation, the world's leading supplier of Relationship Technologies that expand and enhance relationships with thousands of clients.

Sommaire:
["Managing Customer Relationships","Defining Your CRM Process","The Role of Information Technology","Learning from Information: Data Mining","The Stages of Growth for CRM and Data Warehouse","Data Warehouse Methodology","Building the CRM Data Warehouse and Info-Structure","Critical Success Factors for CRM and DW","Data Privacy: Ensuring Confidence","Implementing Privacy and Customer Views","The @ctive Data Warehouse","The Economic Value of CRM","The Strategic View of Data Warehousing and CRM","How Companies Succeed Using CRM, Data Warehousing, and Relationship Technologies","Studies of Communications Industry Implementations"]