Accelerating Customer Relationships: Using CRM and Relationship
Accelerating Customer Relationships: Using CRM and Relationship Technologies
In Accelerating Customer Relationships, a world-renowned CRM expert demonstrates how to build knowledge “infostructures” that deliver breakthrough profitability and customer loyalty. Ronald S. Swift walks you step-by-step through integrating every customer touchpoint: retail, Web, call center, and beyond. Swift covers every aspect of enterprise-wide relationship management — strategies, processes, partnerships, platforms, software, methodologies, and more. Through practical examples and case studies, Swift demonstrates how to use today’s CRM and data warehousing technologies to identify your most profitable customers, find more just like them, and drive unprecedented rates of customer loyalty and profitability. Learn how to build a complete infostructure and Active Data Warehouse to support real-time decision support and marketing — and discover the key factors associated with a successful CRM deployment. From calculating the economic value of CRM projects to gaining the benefits of
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Educational and Implementable,
If your management gave you the right to start working on your CRM vision this is the definite resource for you to start implementing your dreams. Ron Swift is presenting every detail in a very educational and implementable way. There is great value in the business processes and CRM techniques mentioned in this book. And the most interesting sections were the 25 case studies of best practices that Ron Swift has included for the reader learn from. This book is a highly valuable asset for all business managers (and technology people too) to use to generate a great wealth of profitability for their companies.”
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