a strategic imperative in the world of e-business Brow, Standley A. Additional Author mixed material bibliography Canada John Wiley & Sons 2000 en English

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xxv, 345 p. : case studies, figs., concl., app., ; Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction. * Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care. (text from the publisher) Corporate Strategy Customer Relationship Management Knowledge Management E-business Technology Case Studies Customer relations Telecommunications BTC/AD 0471644099 Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen BTC/AD Cus 31053 General (General) BTC/AD Cus 15854 2002-04-24 00:00:00 2021-08-19 11:02:57 machine generated