Covers the key techniques for successful customer relationship management, from developing profitable customer relationships to integrated sales management systems and from e-marketing to pricing. This title also includes examples and lessons from some of the world's most successful businesses, including Cisco and EclipsysEMC.

Introduction to CRM Definition of terms The Evolutionof CRM The E-Dimension The Global Dimension The State of the Art In Practice: CRM Success Stories Key Concepts and thinkers Resources Ten Steps to Making CRM Work

ExpressExec is a unique business resource of one hundred books. These books present the best current thinking and span the entire range of contemporary business practice. Each book gives you the key concepts behind the subject and the techniques to implement the ideas effectively, together with lessons from benchmark companies and ideas from the world's smartest thinkers. ExpressExec is organised into ten core subject areas making it easy to find the information you need: 01 Innovation 02 Enterprise 03 Strategy 04 Marketing 05 Finance 06 Operations and Technology 07 Organizations 08 Leading 09 People 10 Life and Work ExpressExec is a perfect learning solution for people who need to master the latest business thinking and practice quickly.

Introduction to CRM Definition of terms The Evolutionof CRM The E-Dimension The Global Dimension The State of the Art In Practice: CRM Success Stories Key Concepts and thinkers Resources Ten Steps to Making CRM Work