How to Make Your Customer Relationship Management Vision a Reality
Enthusiastically adopted by many firms as the way of the future, Customer Relationship Management is now facing its toughest challenge yet: the company evaluation. This book lets you determine how sound your investment in CRM has been, with practical tools for measuring and monitoring CRM initiatives and its impact on operations and the bottom line.
Fully equipped with questionnaires, assessment tools, exercises and action plans, the book also contains case studies and best practice examples from PricewaterhouseCoopers' global CRM practice, including FedEx, NEC and Sears.
With tips on e-business applications, the book describes how to use Web tools in research and what to measure in an Internet environment. This is an ideal resource for measuring - and maximising - the return on your firm's CRM investment.
