New PDF release: Customer Relationship Management

By Kristin L. Anderson, Carol J. Kerr

ISBN-10: 0071379541

ISBN-13: 9780071379540

This reader-friendly sequence is needs to learn for all degrees of managersAll managers, even if brand-new to their positions or good validated within the company hierarchy, can use a bit brushing-up at times. The skills-based Briefcase Books sequence is full of rules and methods to aid managers develop into extra able, effective, powerful, and invaluable to their corporations.As patron loyalty more and more turns into something of the previous, purchaser dating administration (CRM) has develop into one in every of ultra-modern most popular subject matters. patron dating administration provides easy-to-apply suggestions to universal CRM difficulties, together with how you can maximize effect from CRM know-how, which info warehousing strategies are most desirable, and the way to create and deal with either brief- and long term relationships.Kristin L. Anderson (Minneapolis, MN) is a customer support advisor. Carol J. Kerr (Austin, TX) is a studying options advisor with Motorola.

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Extra resources for Customer Relationship Management

Sample text

So, her CRM strategy then would focus on supporting her team in resolving customer contacts right the Study Your Shape first time and encouraging What is the shape of your Customer Service/Sales those customers to share Profile? Is this profile working well for their positive experiences you and your team? Or might you be with others. better served by seeking a different Next, keeping in mind profile? the profile she wants to Managing Your CustomerService/Sales Profile 33 Level 3 Customer Advocates 30% Level 2 Repeat Customers 18% Level 1 First-Time/ One-Time 82% Figure 3-3.

The three service/sales levels Level 1 is initial transactions. At this level you are focused on discrete, initial interactions or stand-alone sales. This is the foundation for every business or organization. Yet, we know that the more money, time, and energy you must invest in getting customers to come to you in the first place, the harder it is to be profitable just working at this level. As we noted in Chapter 1, it’s not unusual for customers to actually cost you money the first time they do business with you.

It’s almost always the case that everyone you involve in the CRM strategy development process already has a full-time job. Be sure that you obtain commitment before you begin. As the manager, you can look for ways to ease their job duties in other areas to compensate for the time they’re spending on this project. Preparing for Your First Meeting Before your initial meeting, it can be helpful to distribute a summary of all the information, strategy statements, and business objectives that you’ve pulled together in preparation for this effort.

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Customer Relationship Management by Kristin L. Anderson, Carol J. Kerr

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