Coverart for item
The Resource Customer relationship management : an Emerald guide, (electronic book)

Customer relationship management : an Emerald guide, (electronic book)

Label
Customer relationship management : an Emerald guide
Title
Customer relationship management
Title remainder
an Emerald guide
Subject
Language
eng
Summary
In August 2000, the tyre industry experienced mass anxiety when Firestone was forced to recall many of its tyres due to a number of fatalities. This triggered countless customer enquiries and, as a result, the Firestone website crashed, staying down for the next twelve hours. Michelin were also inundated with queries but, thanks to a newly installed CRM model, this did not pose a problem. They were able to successfully answer all questions as well as gather valuable data in order to facilitate future CRM strategies. Michelin's success story is just one example of the importance attached to CRM. It highlights the move in recent years away from streamlining processes in order to cut costs towards the new strategy of knowing your customers intimately. The three major driving forces behind this initiative are: New software technology - collating and utilizing customer data is becoming increasingly easier. The Internet - not only is there greater competition on the web, the potential for accessing customer information is enormous. The changing customer - consumers today are more confident, sophisticated and, with more choice than ever, more demanding. In a complete turnaround from a few years ago it is now the customer, not the company, who dictates what appears in the market. "As customers change, learn, and evolve in response to the pressures they face, businesses that serve them must change with them or lose out."--Robert E. Wayland & Paul M. Cole Virtually every organization today recognizes that CRM must play a part in their corporate strategy. Furthermore, it can no longer be seen as an independent entity, set aside from everything else. Paul Cole, national director of the CRM practice at Ernst & Young LLP in Boston, reiterates this view. He believes that "we've been thinking too statically and looking on the customer relationship as a fixed asset rather than a continuous stream of interactions that can build or destroy that asset. It's the relationship and not the customer with an account number that drives your growth." And of course, there is a huge difference between having a CRM policy and actually practising good CRM. Essentially it comes down to one question; are you really listening to your clients? This Briefing will help you to recognize the needs of the emerging new consumer of the twenty-first century and reconcile new technologies with a humanistic approach to CRM
Member of
Cataloging source
CaPaEBR
Index
no index present
LC call number
HF5415.5
LC item number
.D87 2005eb
Literary form
non fiction
Nature of contents
standards specifications
http://library.link/vocab/subjectName
  • Customer relations
  • Management
Label
Customer relationship management : an Emerald guide, (electronic book)
Instantiates
Publication
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Control code
ebr10149904
Dimensions
unknown
Extent
86 p.
Form of item
electronic
Isbn
9781846632723
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Original version note
Original electronic resource.
Other control number
9781846632723
Reproduction note
Electronic resource.
Specific material designation
remote
Label
Customer relationship management : an Emerald guide, (electronic book)
Publication
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Control code
ebr10149904
Dimensions
unknown
Extent
86 p.
Form of item
electronic
Isbn
9781846632723
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Original version note
Original electronic resource.
Other control number
9781846632723
Reproduction note
Electronic resource.
Specific material designation
remote

Library Locations

Processing Feedback ...