CUSTOMER RELATIONSHIP MANAGEMENT

Contents: Introduction to CRM; Understanding Relationships; Planning And Implementing CRM Projects; Developing, Managing And Using Customer-Related Databases; Customer Portfolio Management; CRM And Customer Experience; Creating Value For Customers; Managing The Customer Life Cycle: Customer Acquisition; Managing The Customer Life Cycle: Customer Retention And Development; Managing Networks For CRM Performance; Managing Supplier And Partner Relationships; Managing Investor And Employee Relationships; Information Technology For CRM; Sales Force Automation; Marketing Automation; Service Automation; Organizational Issues & CRM.