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Customer Relationship Management
$9.95
Cutting-edge in perspective, this book presents innovative proven
methods for determining whether a CRM strategy for changing the way a
company provides service (by adding new technology, processes, and
procedures) will realize the return on the investment projected. It
emphasizes:
  1.  that it is the cost of training both customer service personnel and
    customers which makes or breaks a new technology
    implementation,
  2. that the path for success is obtaining and using data measures
    from customer contact centers to create cost/benefit and return on
    investment calculations.

    Throughout, readers see through measurable data-containing
    examples how the theory is applied with great success by various
    real-life companies. Thinking Outside the CRM Box. Start with the
    People. The Secret to Risk Management of CRM: People. The
    CRM Successful People Process™ (CRM SPP™ ): The Key to
    Opening Up Employees to Change. Teams and Their Impact on
    CRM Implementations. Why Should You Measure Customer
    Service? Customer Lifetime Value Calculations. Benchmarking
    Your CRM Center. Measuring People Who Provide Service.

    The ROI of Training that Impacts the Bottom Line. Using
    Technology the Smart Way: ROI of Improved Customer Service by
    an Airline. Measuring Process: Promises, Promises— Service
    Level Let Downs vs. SP3M™ . Technology that Optimizes CRM.
    For a variety of executives, managers, and consultants in
    companies with customer service departments