Customer Relationship Management Marketing 04.04 Express Exec Series

Fast track route to developing world customer relationships

Covers all the key techniques for successful customer relationship management, from developing profitable customer relationships to integrated sales management systems and from e-marketing to pricing

Examples and lessons from some of the world's most successful businesses, including Cisco and EclipsysEMC, and ideas from the smartest thinkers, including Don Peppers, Thomas Siebel and Patricia Seybold

Includes a glossary of key concepts and a comprehensive resources guide

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

MICHAEL J CUNNINGHAM is Founder and President of the Harvard Computing Group. He is the author of B2B: How to build a profitable e-business; Smart Things to Know about E-Business and Partners.com.