Customer Relationship Management: The Bottom Line to Optimizing Your Roi

Jon Anton · Natalie L. Petouhoff

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Customer Service Quality and Loyalty Customer churn and segmentation Corporate Governance and Management

Abstract

I. OPERATIONAL CRM-ACCESSIBILITY. 1. Thinking Outside the CRM Box. 2. Start with the People. 3. The Secret to Risk Management of CRM: People. 4. The CRM Successful People Process(t) (CRM SPP(t)): The Key to Opening Up Employees to Change. 5. Teams and Their Impact on CRM Implementations. II. ANALYTICAL CRM-MEASURING PEOPLE, PROCESS, AND TECHNOLOGY. 6. Why Should You Measure Customer Service? 7. Customer Lifetime Value Calculations. 8. Benchmarking Your CRM Center. 9. Measuring People Who Provide Service. 10. The ROI of Training That Impacts the Bottom Line. 11. Using Technology the Smart Way: ROI of Improved Customer Service by an Airline. 12. Measuring Process: Promises, Promises-Service Level Let Downs vs. SP3M(t). 13. Technology That Optimizes CRM.

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