Essentials of CRM: A Guide to Customer Relationship Management
ESSENTIALS OF CRM Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM. "Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand." --Michael Cusack, author of Online Customer Care: Strategies for Call Center Excellence "Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and actionable grounding in CRM for organizational leadership." --John Glaser, PhD, Vice President and CIO, Partners Healthcare System The Wiley Essentials Series-because the business world is always changing...and so should you.
Format:Paperback
Language:English
ISBN:0471206032
ISBN13:9780471206033
Release Date:January 2002
Publisher:John Wiley & Sons
Length:220 Pages
Weight:2.00 lbs.
Dimensions:0.6" x 6.0" x 8.9"
Customer Reviews
4 ratings
Highly Recommended!
Published by Thriftbooks.com User , 22 years ago
Never has a business trend been more popular, more expensive and less understood than customer relationship management, or CRM. The costs of CRM can be astronomical, and while the benefits also can be great, they are often less easily to predict, due to the complexity of the systems. Byron Bergeron breaks down CRM into its component parts, and in so doing, helps the reader grasp just what makes the price so high, and why it might all be worthwhile. In his discussion, Bergeron touches on the major suppliers of CRM technology, the need for employee training, implementation issues, and virtually every other factor an executive might need to consider in evaluating whether or not to undertake a CRM program. We from getAbstract highly recommend this comprehensive work.
Easy Read
Published by Thriftbooks.com User , 22 years ago
I picked up this book becasuse I had to. Everyone's been talking about CRM in my company. To my surprise, I actually enjoyed learning about CRM. I'm no technologist, but a manager with real-world challenges. This book lets me talk intelligently with my IT department head and navigate through the fluff vendors throw my way. It's well worth reading.
Provides a great foundation
Published by Thriftbooks.com User , 22 years ago
I highly recommend this book The ideas that Bryan Bergeron presents were very insightful. This book provided me with the solid background in CRM that I desperately needed. Anyone who needs a solid foundation on CRM should read this book.
For all levels
Published by Thriftbooks.com User , 23 years ago
This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to small business owners as well. Bergeron tackles a highly involved subject matter, and brings it to earth for levels of management to utilize.
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