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- catalog contributor b12963412.
- catalog created "c2003.".
- catalog date "2003".
- catalog date "c2003.".
- catalog dateCopyrighted "c2003.".
- catalog description "Includes index.".
- catalog description "pt. I. What's Not Working -- 1. Why Doesn't CRM Work?: Does the customer really want to be managed? -- 2. It's Not a Question of the Chicken or the Egg: It's not technology that drives relationships -- 3. "One Girl in a Convertible ... ": It takes more than a database -- 4. Why Do We Have Two Ears and Only One Mouth?: The importance of dialog -- pt. II. What Needs to Change -- 5. It's No Longer Good Enough to Ask Forgiveness Rather Than Permission: One person's relevance is another person's intrusion -- 6. Permission in Action: The Internet as a permission-only zone -- 7. Type, Point, Click, and Send Now: Cheaper and faster than a letter, less intrusive than a phone call, less hassle than a fax -- 8. Who's Minding the Store?: CMR is not about how you look at customers -- it's about how customers look at you -- 9. Personalization Technology -- Boon or Bust?: Empowering the customer requires more than just personalization -- 10. But What About the Loyalty Card?: Does CMR mean the end of traditional loyalty marketing? -- 11. No Card? No Problem!: Customers tell us a lot without volunteering personal information -- 12. All Cows Look Alike: Brand building -- it begins and ends with the customer -- pt. III. How to Change -- 13. Before You Build a Better Mousetrap: Is CMR for everyone? -- 14. Customer Service -- Who Cares?: CMR doesn't mean "best customer service" for everyone -- 15. Which Customers and Why: You can't make everyone happy -- 16. Crossing the Chasm -- What Will You Need to Change?: Eight steps to CMR success -- 17. There's No Free Lunch: But CMR should not be an added expense -- 18. Don't Boil the Ocean: Be wary of the big-bang approach -- pt. IV. Look Ahead -- 19. There's No There, There: Can customer relationships survive Internet ubiquity? -- 20. Electronic Empowerment: How will electronics revolutionize customer communication?".
- catalog extent "xvii, 263 p. :".
- catalog identifier "1576601323 (alk. paper)".
- catalog issued "2003".
- catalog issued "c2003.".
- catalog language "eng".
- catalog publisher "Princeton, N.J. : Bloomberg Press,".
- catalog subject "658.8/12 21".
- catalog subject "Customer relations Management.".
- catalog subject "HF5415.5 .N49 2003".
- catalog tableOfContents "pt. I. What's Not Working -- 1. Why Doesn't CRM Work?: Does the customer really want to be managed? -- 2. It's Not a Question of the Chicken or the Egg: It's not technology that drives relationships -- 3. "One Girl in a Convertible ... ": It takes more than a database -- 4. Why Do We Have Two Ears and Only One Mouth?: The importance of dialog -- pt. II. What Needs to Change -- 5. It's No Longer Good Enough to Ask Forgiveness Rather Than Permission: One person's relevance is another person's intrusion -- 6. Permission in Action: The Internet as a permission-only zone -- 7. Type, Point, Click, and Send Now: Cheaper and faster than a letter, less intrusive than a phone call, less hassle than a fax -- 8. Who's Minding the Store?: CMR is not about how you look at customers -- it's about how customers look at you -- 9. Personalization Technology -- Boon or Bust?: Empowering the customer requires more than just personalization -- 10. But What About the Loyalty Card?: Does CMR mean the end of traditional loyalty marketing? -- 11. No Card? No Problem!: Customers tell us a lot without volunteering personal information -- 12. All Cows Look Alike: Brand building -- it begins and ends with the customer -- pt. III. How to Change -- 13. Before You Build a Better Mousetrap: Is CMR for everyone? -- 14. Customer Service -- Who Cares?: CMR doesn't mean "best customer service" for everyone -- 15. Which Customers and Why: You can't make everyone happy -- 16. Crossing the Chasm -- What Will You Need to Change?: Eight steps to CMR success -- 17. There's No Free Lunch: But CMR should not be an added expense -- 18. Don't Boil the Ocean: Be wary of the big-bang approach -- pt. IV. Look Ahead -- 19. There's No There, There: Can customer relationships survive Internet ubiquity? -- 20. Electronic Empowerment: How will electronics revolutionize customer communication?".
- catalog title "Why CRM doesn't work : how to win by letting customers manage the relationship / Frederick Newell.".
- catalog type "text".