The Customer Differential: The Complete Guide to Implementing Customer Relationship Management

Abstract

Customer Relationship Management (CRM) is buzz of business world. Broader than age-old principle that the customer is always right, CRM targets profitable ways to act on that premise, at all times, across all channels and functions -- keeping customer coming back for more. Now, The Customer Differential provides a game plan for implanting CRM at core of ever organization. More than any other book before, it supplies step-by-step guidelines -- complemented by illuminating case studies -- on how to put into practice this powerful new directive, including how to: Implement a four-step planning process to ensure a successful CRM initiative Refocus business and organize entire company around CRM Support CRM using metrics and analytics, as well as systems and technology Transform customer interactions in every department and at every customer touchpoint.

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