Temporal slicing in the evaluation of XML queries
VLDB '03 Proceedings of the 29th international conference on Very large data bases - Volume 29
Exploring security and comfort issues associated with online banking
International Journal of Electronic Finance
Online music piracy's controversy: pay sites versus free, who will prevail?
International Journal of Electronic Finance
Mobile technology and communications: exploring aspects of Customer Relationship Management
International Journal of Mobile Communications
Online payment service providers and customer relationship management
International Journal of Electronic Finance
Customer Relationship Management aspects of Media-on-Demand and its affects on mobile communication
International Journal of Mobile Communications
The future of digital music sales among web-enabled professionals: an empirical investigation
International Journal of Business Information Systems
Determinants of E-CRM in influencing customer satisfaction
PRICAI'06 Proceedings of the 9th Pacific Rim international conference on Artificial intelligence
International Journal of Electronic Finance
Financial and alternative choices in personal transportation habits
International Journal of Electronic Finance
Credit crunch and loan acquisition concerns in a recessional economy: an empirical study
International Journal of Electronic Finance
Recessionary pressures on food budgets and payment options among working professionals
International Journal of Electronic Finance
Retail managers' perspectives on the effectiveness of corporate e-personalisation initiatives
International Journal of Business Information Systems
Linking the Popularity of Online Trading with Consumers' Concerns for Reputation and Identity Theft
International Journal of Business Data Communications and Networking
International Journal of Strategic Decision Sciences
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Cutting-edge in perspective, this book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It emphasizes 1) that it is the cost of training both customer service personnel and customers which makes or breaks a new technology implementation, and 2) that the path for success is obtaining and using data measures from customer contact centers to create cost/benefit and return on investment calculations. Throughout, readers see through measurable data-containing examples how the theory is applied with great success by various real-life companies. KEY TOPICS: Thinking Outside the CRM Box. Start with the People. The Secret to Risk Management of CRM: People. The CRM Successful People Process™ (CRM SPP™): The Key to Opening Up Employees to Change. Teams and Their Impact on CRM Implementations. Why Should You Measure Customer Service? Customer Lifetime Value Calculations. Benchmarking Your CRM Center. Measuring People Who Provide Service. The ROI of Training that Impacts the Bottom Line. Using Technology the Smart Way: ROI of Improved Customer Service by an Airline. Measuring Process: Promises, Promises-Service Level Let Downs vs. SP3M™. Technology that Optimizes CRM. MARKET: For a variety of executives, managers, and consultants in companies with customer service departments.