Customer Relationship Management: The Bottom Line to Optimizing Your ROI (NetEffect Series) (2nd Edition)
| Author | : | |
| Rating | : | 4.78 (512 Votes) |
| Asin | : | 0130990698 |
| Format Type | : | paperback |
| Number of Pages | : | 272 Pages |
| Publish Date | : | 2015-05-21 |
| Language | : | English |
DESCRIPTION:
They learn 1) the scientific reasons why people resist change, 2) a process to deal with it (Successful People Process SSP™) and a process to measure the results in an on-going manner, and 3) how to tie those measure results to the bottom-line (SP3M™).. For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior.Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. Throughout, students see through measurable data-containing examples how CRM theory is applied with great success by various real-life companies