The CRM Handbook

The CRM Handbook

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CRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a manager's guide to making the most of CRM techniques for enhancing customer service, sales force effectiveness and marketing strategy.When the conference call wraps up, you call the home shopping channel and request to have your phone number removed from their automatic telemarketing list. ... also actively avoid the considerable investment necessary to build an adequate customer service center to answer phones ... Olsen, Stefanie, aquot; Customer Disservice: E-tailers Dodge Calls to Cut Costs, aquot; CNET, September 14, 2000.

Title:The CRM Handbook
Author:Jill Dyché
Publisher:Addison-Wesley Professional - 2002


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