ISBN 9780130352118 is out of print and is currently unavailable, alternate formats (if applicable) are shown below.
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Customer Relationship Management: Getting It Right! (Out of print)
| AUTHOR | Kincaid, Judith W. |
| PUBLISHER | Prentice Hall (11/08/2002) |
| PRODUCT TYPE | Paperback (Paperback) |
Description
In Customer Relationship Management: Getting It Right the former Director of HP's enterprise-wide CRM initiative presents a complete, step-by-step blueprint for designing, implementing, and managing a successful CRM program. Through real-world case studies, Judith W. Kincaid addresses both the managerial and technical challenges of CRM. Kincaid's process examples and detailed templates make it easier than ever to get started - and get results.
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Product Format
Product Details
ISBN-13:
9780130352118
ISBN-10:
013035211X
Binding:
Paperback or Softback (Trade Paperback (Us))
Content Language:
English
More Product Details
Page Count:
512
Carton Quantity:
16
Product Dimensions:
7.06 x 1.10 x 9.24 inches
Weight:
1.80 pound(s)
Feature Codes:
Index,
Price on Product,
Glossary,
Illustrated
Country of Origin:
US
Subject Information
BISAC Categories
Computers | Management Information Systems
Computers | System Administration - Storage & Retrieval
Computers | Customer Relations
Dewey Decimal:
658.812
Library of Congress Control Number:
2003535355
Descriptions, Reviews, Etc.
annotation
Kincaid focuses on the math and science fundamentals of the information revolution and shows readers how engineers create and design the technology around them. Applications are drawn from a wide array of modern devices and systems seen today.
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jacket back
Build a winning CRM program--one step at a time.
This book presents a complete, step-by-step blueprint for designing, implementing, and managing a successful CRM program. The former Director of HP's enterprise-wide CRM initiative shows how to identify the elements of CRM most crucial to your organization, then implement infrastructure to deliver on your key priorities, whatever they are. Through real-world case studies drawing on her extensive experience as a CRM leader and consultant, Judith W. Kincaid addresses both the managerial and technical challenges of CRM. Kincaid's authoritative process examples and detailed templates make it easier to get started--and get results.
- Developing realistic strategic plans and roadmaps customized to your organization
- Getting started fast, and iterating small steps to powerful success
- Addressing all customer touchpoints: Web, e-mail, call centers, direct mail, sales contacts, tech support, and more
- Establishing realistic expectations and metrics
- Translating your CRM objectives into essential organizational changes
- Designing integrated customer databases and infrastructure
- Understanding the crucial interactions between the technical and management aspects of CRM
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publisher marketing
In Customer Relationship Management: Getting It Right the former Director of HP's enterprise-wide CRM initiative presents a complete, step-by-step blueprint for designing, implementing, and managing a successful CRM program. Through real-world case studies, Judith W. Kincaid addresses both the managerial and technical challenges of CRM. Kincaid's process examples and detailed templates make it easier than ever to get started - and get results.
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Author:
Kincaid, Judith W.
JUDITH W. KINCAID is President of JK Associates LLC, a consulting firm specializing in CRM and CRM strategy. Before founding JK Associates, she served as Director, Customer Relationship Management Services at Hewlett-Packard. There, she was responsible for setting the strategic direction for B2B and consumer CRM Services within HP; ensuring that customer perspectives were fully reflected in HP's CRM programs; designing, building, and managing common CRM infrastructure components; and developing and managing HP's Customer Privacy Program.
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List Price $39.99
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