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CRM Chapter of the Week, September '04

Now you can find a new chapter download each week on SearchCRM.com! This month you'll find an assortment of various CRM chapters.



SearchCRM.com Chapter of the Week

Now you can find a new chapter download each week on SearchCRM.com! This month you'll find an assortment of chapters on strategies for CRM.

Check out this week's featured book:

You can download this week's chapter now. Be sure to bookmark this Chapter of the Week page and check back each week to access our upcoming chapters.




Business Intelligence for the Enterprise, Chapter 7

This book offers a true enterprise view of business intelligence. IBM expert Mike Biere shows managers how to create a coherent BI plan that reflects the needs of users throughout the organization-and then implement that plan successfully. Chapter 7 breaks down the elements of BI by detailing topics like setting up information for BI processing, data warehouses versus data marts and reporting tools.

Download "Business Intelligence for the Enterprise, Chapter 7" here.



Who Stole my Customer? Winning Strategies for Creating and Sustaining Customer Loyalty, Chapter 8

Who Stole My Customer? offers unique and powerful insights into the world of acquiring and retaining customers. Most importantly it provides new approaches to keeping existing customers from defection. The chapter "What They Want: Ten Myths About your Customers" focuses on how to become customer-centered and customer-preferred.

Download "Who Stole my Customer? Winning Strategies for Creating and Sustaining Customer Loyalty, Chapter 8" here.



CRM at the Speed of Light: Essential Customer Strategies for the 21st Century (3rd edition), Chapter 17


From one of the industry's most popular books comes one of CRM's most critically important chapters -- "CRM Strategy: First in Plan, First in Implementation, First in the Heart of the Customer" is an in-depth look at the fundamental elements of a CRM strategy. Learn about building a stakeholders team, grappling with politics, developing a CRM value proposition and business case, considering change management issues and establishing metrics to determine ROI, among many other topics. Author Paul Greenberg presents 31 pages of candid insight on the ups and downs of getting started with CRM. Excerpted from Greenberg's forthcoming book CRM at the Speed of Light: Essential Customer Strategies for the 21st Century (3rd edition), this chapter is a must-read for anyone who wants a concise and witty snapshot of the often enigmatic world of CRM.

Download "CRM at the Speed of Light: Essential Customer Strategies for the 21st Century (3rd edition), Chapter 17" here.



Just Enough CRM, Chapter 6

Just Enough CRM gives decision-makers practical insight for planning, designing, and deploying CRM systems that deliver on their promises--and for avoiding the pitfalls that cause so many CRM implementations to fail. Leading CRM consultant Francoise Tourniaire shows how to streamline and improve every phase of the project lifecycle, from needs assessment and vendor selection through metrics, and beyond. Chapter 6 offers a look into how to properly select the CRM vendor that is right for your company.

Download "Just Enough CRM, Chapter 2" here.



Just Enough CRM, Chapter 2

Chapter 2 of "Just Enough CRM" focuses on ways to audit your CRM system in an effort to find out what is and isn't working.

Download "Just Enough CRM, Chapter 2" here.



Integrating People with Process and Technology
CRM

"Integrating People with Process and Technology" contains valuable information regarding the "people" side of technology initiatives. Many companies buy the best hardware and software, and spend thousands of dollars implementing technology only to find out that the employees resist the changes, and do not fully adopt the new, and possibly, improved processes. Browse through three chapters of this book by Dr. Jon Anton and get information on calculating lifetime value, measuring people who provide service in a call center and benchmarking your organization for higher technology ROI.

Download "Integrating People with Process and Technology, Chapters 7, 8 and 9" here.



CRM For the Common Man, Chapter 4
CRM

CRM For The Common Man identifies and discusses a business' planning process, how to develop a CRM strategy for a business, and what needs to be done to ensure success of a customer relationship implementation. Chapter 4, "Why Bother," details why a company should take the trouble to enter into a CRM strategy in the first place.

Download "CRM for the Common Man, Chapter 4" here.

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