Verfügbarkeit: CRM at the speed of light

CRM at the speed of light: capturing and keeping customers in Internet real time

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Bibliographische Detailangaben
1. Verfasser:	Greenberg, Paul (VerfasserIn)
Format:	Buch
Sprache:	English
Veröffentlicht:	Berkeley, Calif. u.a. McGraw-Hill 2001
Schlagworte:	Customer relationship management E-handel Electronic commerce Elektronisk handel Relationship marketing Relationsmarkedsføring
Online-Zugang:	Publisher description Table of Contents Inhaltsverzeichnis
Beschreibung:	Includes index.
Beschreibung:	xxiii, 360 S. graph. Darst.
ISBN:	0072127821

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MARC


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Datensatz im Suchindex

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adam_text	CRM AT THE SPEED OF LIGHT / GREENBERG, PAUL : 2001 TABLE OF CONTENTS / INHALTSVERZEICHNIS CHAPTER 1 WHAT IS CRM, REALLY?1 WHAT IS A CUSTOMER?3 HOW DO WE DEFINE CRM? LET ME COUNT THE WAYS4 WHAT IS CRM TECHNOLOGY39 CUSTOMER LIFECYCLE42 CUSTOMER INTERACTION43 CHAPTER2 PUTTING THEE IN ECLRM 45 CRM AND ECRM: WHATS DIFFERENT? 46 THE WEB EXPERIENCE47 THE FEATURES OF ECRM50 IS ECRM REALLY SEPARATE?59 CHAPTER 3 SALESMANAGEINENT VERSUS CRM 61 CA9M IS NOT SALES MANAGEMENT 62 CHAPTER 4 SALES FORCE AUTOMATION: GOOD PRODUCTS AREN T ENOUGH 65 ACQUIRING CUSTOMERS MEANS KEEPING THEM66 SALES FORCE AUTOMATION: THE PURPOSE67 THE BIGGEST BARRIER TO SUCCESSFUL SFA 69 SALES FORCE AUTOMATION: FUNCTIONALITY71 SALES FORCE AUTOMATION: THE TECHNOLOGY 76 WHO S ON FIRST?I81 SFA.COM92 THE VERTICALIZATION OF SFA? 96 THE SFA RETURN ON INVESTMENT (ROI) 99 SFA ON THE MOVE: THE NEW ECONOMY S MOBILE SALES FORCE100 CHAPTER 5 MARKETING AUTOMATION ISN T AUTOMATIC 103 THE CORE BELIEF: EMBEDDED PERMISSION MARKETING105 ENTERPRISE MARKETING AUTOMATION (EMA): THE MARKET106 COMPONENTS OF ENTERPRISE MARKETING AUTOMATION107 EMA COMPONENTS115 PROCESS FLOW: EMA CAMPAIGN IMPLEMENTATION121 THE PLAYERS AND THE PRODUCTS126 CHAPTER 6 GOING GLOBAL GETS PERSONAL: PERSONALIZATION AND CRM 131 E-TAIL, RETAIL: WHAT S THE DIFFERENCE?132 PERSONALIZATION IS133 PERSONALIZATION: THE TECHNOLOGY RULES!135 PERSONALIZATION IN THE SMALL: WE RE GOING WIRELESS142 OTHER COMPANIES DO THESE THINGS, TOO145 HOW PERSONAL IS BUSINESS?146 CHAPTER 7 PARTNER RELATIONSHIP MANAGEMENT 147 MANAGING YOUR PARTNERS150 PRM IS NOT JUST SALES FORCE AUTOMATION AND A PARTNER151PRM MEANS PARTNER NETWORK151 ASSESSING PRM152 THE TECHNOLOGY: WHO S WHO AND WHAT S WHAT IN PRM157 ECRM WITH LIMITED PRM FUNCTIONALITY161 CHAPTER 8 THE CRM RAINBOW: BEYOND THE TRADITIONAL CRM 163 VERTICALIZATION: BUSINESS TO BUSINESS164 ECRM AS A PLATFORM: XRM172 ECRM LITE173 MAIL MANAGEMENT SOLUTIONS174 HYPERCOORDINATION175 OTHER INTERESTING PRODUCTS176 CHAPTER 9 CALL CENTERS MEAN CUSTOMER INTERACTION177 THE FUNCTIONALITY179 THE TECHNOLOGY180 THE MEASUREMENTS189 WHO HANDLES THE CALLS?190 CHAPTER 10 THE SANDBOX PLAYMATES 197 SIMPLY THE BEST 1 199 CHECK OUT THE LISTS231 CHAPTER 11 ERP SAYS HELLO TO CRM 235 ENTERPRISE RESOURCE PLANNING 236 CHAPTER 12 WHY DOES YOUR COMPANY NEED CRM? 247 CUSTOMER LIFECYCLE MANAGEMENT (CLM) 248 CONVINCING THE STAKEHOLDERS 251 CHAPTER,13 THERE REALLY IS VALUE TO YOU AND YOURS: CRM/ECRM SERVICE OFFERINGS 267 THE CHOICES 270 CHAPTER 14 IMPLEMENTING CRM: EASY AS 1,2,3,4, 5, 6, AND SO ON 281 THE CAVEATS OF IMPLEMENTATION282 THE IMPLEMENTATION282 CHAPTER 15 THE HOST WITH THE MOST:APPLICATION SERVICE PROVIDERS AND CRM 303 ASP IN A NUTSHELL 304 BREAK OUT YOUR BELL-BOTTOMS, THE 70S ARE BACK!304 TYPES OF ASPS308 WATCH OUT FOR THE NASPS!311 ASPS A PASSING FAD OR HERE TO STAY?312 CHAPTER 16 THE FUTURE S NOT HARD TO SEE 315 WIRELESS IS MORE 316 THE VOICE OF ECRM320 XML + ECRM = CPEXCHANGE 324 GLOBALIZATION IS REALLY PERSONAL327 ROI: CHANGES THAT MEET THE FUTURE331 ONLINE CAN BE COST-FREE-IF YOU WANT IT THAT WAY333 APPENDIX A PLACES TO GO: WEBSITES THAT MAKE IT WORTH IT 335 ECRM COMMUNITIES 336 OTHER WEBSITES 342 APPENDIX B CUSTOMER LIFETIME VALUE 343 CUSTOMER VALUE MODEL, A PRIMER345BALANCING RESPONSIVENESS AND PROFITS: CUSTOMER VALUE MODEL CASE STUDY347 INDEX 351. DIESES SCHRIFTSTUECK WURDE MASCHINELL ERZEUGT.
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author	Greenberg, Paul
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spelling	Greenberg, Paul Verfasser aut CRM at the speed of light capturing and keeping customers in Internet real time Paul Greenberg Berkeley, Calif. u.a. McGraw-Hill 2001 xxiii, 360 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes index. Customer relationship management E-handel Electronic commerce Elektronisk handel Relationship marketing Relationsmarkedsføring http://www.loc.gov/catdir/description/mh021/2001271711.html Publisher description http://www.loc.gov/catdir/toc/fy02/2001271711.html Table of Contents LoC Fremddatenuebernahme application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009844439&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis
spellingShingle	Greenberg, Paul CRM at the speed of light capturing and keeping customers in Internet real time Customer relationship management E-handel Electronic commerce Elektronisk handel Relationship marketing Relationsmarkedsføring
title	CRM at the speed of light capturing and keeping customers in Internet real time
title_auth	CRM at the speed of light capturing and keeping customers in Internet real time
title_exact_search	CRM at the speed of light capturing and keeping customers in Internet real time
title_full	CRM at the speed of light capturing and keeping customers in Internet real time Paul Greenberg
title_fullStr	CRM at the speed of light capturing and keeping customers in Internet real time Paul Greenberg
title_full_unstemmed	CRM at the speed of light capturing and keeping customers in Internet real time Paul Greenberg
title_short	CRM at the speed of light
title_sort	crm at the speed of light capturing and keeping customers in internet real time
title_sub	capturing and keeping customers in Internet real time
topic	Customer relationship management E-handel Electronic commerce Elektronisk handel Relationship marketing Relationsmarkedsføring
topic_facet	Customer relationship management E-handel Electronic commerce Elektronisk handel Relationship marketing Relationsmarkedsføring
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work_keys_str_mv	AT greenbergpaul crmatthespeedoflightcapturingandkeepingcustomersininternetrealtime

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