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Customer Relationship Management Essentials (Prima Development) (Hardcover)

by John Gosney (Author), Thomas P. Boehm (Author) "Your business should allow your customers to get current information at any time from any source..." (more)
Key Phrases: groceries online, checkout process, site navigation, Circuit City, Analysis of Successful, Fresh Express (more...)
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Book Description
A companys e-business prospects are often derailed by poor customer support because companies dont understand the frantic pace of Internet time. Procurement, fulfillment, and post-sale support can be severely crippled by poor communication channels. Customer Relationship Management explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in an e-business environment. This book is geared mainly toward managers of IT divisions and/or those directly involved in making hands-on, technical decisions about the use of e-commerce strategies for a business.

Book Info
Focuses on the important aspects of successful CRM strategies in e-commerce and how to alter a Web site to take advantage of all that the Internet offers. Discusses the rationale for the methods presented and represents a major change to the traditional models.

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Inside This Book (learn more)
First Sentence:
Your business should allow your customers to get current information at any time from any source. Read the first page
Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
groceries online, checkout process, site navigation, navigation scheme, inventory status
Key Phrases - Capitalized Phrases (CAPs): (learn more)
Circuit City, Analysis of Successful, Fresh Express, Point-of-Order Customer-Support Issues, Marsh Web, Foundations of Customer-Centric Business, Macromedia Flash
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