Implementing customer relationship management in the Internet age
1/8/2001
This book "is not for a limited audience of techies or database managers or Web masters," states the author in his preface. With a broad spectrum of businesspeople in mind, Loyalty.com simply and clearly lays out the steps for implementing a superior customer relationship management (CRM) program in the Internet age. "Most managers and companies have heard the wake-up call, and they believe that customer centricity is the key to success in the future," writes Newell. "The hard part now is becoming fluent in alternative thinking, strategies, and tactics…" The book is divided into four sections, from "laying the foundation" to continuously improving the CRM initiative, with handy tips at the end of each section.