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Why Crm Doesn't Work: How to Win by Letting Customers Manage the Relationship - Tapa dura

Newell, Frederick

 
9781576601327: Why Crm Doesn't Work: How to Win by Letting Customers Manage the Relationship
Tapa dura
ISBN 10: 1576601323 ISBN 13: 9781576601327
Editorial: Bloomberg Press, 2003

Sinopsis

There are at least eighty books available on customer relationship management (CRM), including three by Frederick Newell. Why does the world need one more? Because the old theories don't work anymore! Companies have spent millions developing CRM systems to target specific customers for specific product offerings. This approach has left customers feeling stalked and targeted like hunted prey. How do companies reach customers and find out what they want? How can companies make their customers' lives easier and less stressful? By turning CRM on its head and transitioning to the new CMR. Newell explains how great companies have shifted from the outdated, sales-oriented Customer Relationship Management to the bold solution of Customer Management of Relationships (CMR). Because it forces companies to think of customers as individuals, CMR helps to build long-term relationships, create customer loyalty, and bring in profits over time instead of speedy, high-pressure, one-time sales. This book shows by lesson and example why the current CRM has failed, what needs to change, and how to make it work through new thinking and new technology. By moving beyond CRM to CMR, companies can satisfy and sell to today's customer.

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Acerca del autor

Frederick Newell, a leading international marketing consultant and CEO of Seklemian/Newell, has helped giant multinationals as well as small businesses around the world develop and manage customer relationship strategies to strengthen customer loyalty and increase profitability. Newell is the author of loyalty.com, Wireless Rules, and The New Rules of Marketing. He can be reached at frednote@aol.com.

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Editorial
Bloomberg Press
Año de publicación
2003
Idioma
Inglés
ISBN 10 
1576601323
ISBN 13 
9781576601327
Encuadernación
Tapa dura
Número de edición
1
Número de páginas
263
Contacto del fabricante
no disponible
Persona responsable
no disponible