سعر ومواصفات Implementing CRM: From Technology to Knowledge (John Wiley Series in Information Systems)
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Implementing CRM: From Technology to Knowledge (John Wiley Series in Information Systems) من
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أول ظهور لهذا المنتج كان فى أغسطس 20, 2014
وصف كتب مصر
Firms are continually seeking new ways to forge close relationships with their
most valuable customers. With recent advances in networking and database
management, firms have both the motivation and the means for improving their
Customer Relationship Management (CRM) strategies.
This book focuses on the actuality of implementing CRM. It is about the
organization's ability to provide a seamless and personalized experience to
each customer rather than a transactional or product-focused approach where the
future of the relationship is not an over-riding consideration. This book
connects CRM systems implementation with organizational change for the first
time. It looks into the factors that distinguish firms which connect with their
customers and gain customer loyalty with firms that are not as successful. It
also describes the micro-processes that occur on a daily basis in a company and
all the small decisions managers and employees take during the implementation
of change and the creation of knowledge.
Finnegan and Willcocks note that CRM implementation is not the straightforward
process that many of the trade publications would have us believe. They state
the failure rate of large CRM projects may be as high at 70%. Through the lens
of two detailed case studies, the authors investigate why CRM is no panacea.
مميزات وعيوب Implementing CRM: From Technology to Knowledge (John Wiley Series in Information Systems)