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Customer Relationship Management
Cover
Half-Title Page
Title Page
Copyright
Description
Contents
Acknowledgments
Chapter 1 Introduction
Chapter 2 Definition
Chapter 3 The Evolution of CRM
Chapter 4 Developing a CRM Strategy
Chapter 5 The “C” in CRM
Chapter 6 The “R” in CRM
Chapter 7 The “M” in CRM
Chapter 8 B2B
Chapter 9 What Is Needed to Successfully Develop and Implement a CRM Strategy?
Chapter 10 CRM Benefits
Chapter 11 Useful Measurement Definitions
References
About the Author
Index
Backcover
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