Includes index.

Distributer: Al-Ahram

Machine generated contents note: Chapter 1 What Is CRM, Really?1 -- What Is a Customer?3 -- How Do We Define CRM? Let Me Count the Ways4 -- What Is CRM Technology39 -- Customer Lifecycle42 -- Customer Interaction43 -- Chapter2 Putting thee"in eClRM 45 -- CRM and eCRM: Whats Different? 46 -- The Web Experience47 -- The Features of eCRM50 -- Is eCRM Really Separate?59 -- Chapter 3 SalesManageinent versus CRM 61 -- CA9M Is Not Sales Management 62 Chapter 4 Sales Force Automation: Good Products Aren't Enough 65 -- Acquiring Customers Means Keeping Them66 -- Sales Force Automation: The Purpose67 -- The Biggest Barrier to Successful SFA 69 -- Sales Force Automation: Functionality71 -- Sales Force Automation: The Technology 76 -- Who's On First?I81 -- SFA.com92 -- The Verticalization of SFA? 96 -- The SFA Return on Investment (ROI) 99 -- SFA on the Move: The New Economy's Mobile -- Sales Force100 -- Chapter 5 Marketing Automation Isn't Automatic 103 -- The Core Belief: Embedded Permission Marketing105 -- Enterprise Marketing Automation (EMA): -- The Market106 -- Components of Enterprise Marketing Automation107 -- EMA Components115 -- Process Flow: EMA Campaign Implementation121 -- The Players and the Products126 -- Chapter 6 Going Global Gets Personal: Personalization and CRM 131 -- E-tail, Retail: What's the Difference?132 -- Personalization Is133 -- Personalization: The Technology Rules!135 -- Personalization in the Small: We're Going Wireless142 -- Other Companies Do These Things, Too145 -- How Personal Is Business?146 -- Chapter 7 Partner Relationship Management 147 -- Managing Your Partners150 -- PRM Is Not Just Sales Force Automation and -- a Partner151 -- PRM Means Partner Network151 -- Assessing PRM152 -- The Technology: Who's Who and What's What -- in PRM157 -- eCRM with Limited PRM Functionality161 -- Chapter 8 The CRM Rainbow: Beyond the Traditional CRM 163 -- Verticalization: Business to Business164 -- eCRM as a Platform: xRM172 -- eCRM Lite173 -- Mail Management Solutions174 -- Hypercoordination175 -- Other Interesting Products176 -- Chapter 9 Call Centers Mean Customer Interaction177 -- The Functionality179 -- The Technology180 -- The Measurements189 -- Who Handles the Calls?190 -- Chapter 10 The Sandbox Playmates 197 -- Simply the Best 1 199 -- Check Out the Lists231 -- Chapter 11 ERP Says Hello to CRM 235 -- Enterprise Resource Planning 236 -- Chapter 12 Why Does Your Company Need CRM? 247 -- Customer Lifecycle Management (CLM) 248 -- Convincing the Stakeholders 251 -- Chapter,13' There Really Is Value to You and Yours: -- CRM/eCRM Service Offerings 267 -- The Choices 270 -- Chapter 14 Implementing CRM: Easy as 1,2,3,4, 5, 6, and so on 281 -- The Caveats of Implementation282 -- The Implementation282 -- Chapter 15 The Host with the Most:Application Service -- Providers and CRM 303 -- ASP in a Nutshell 304 -- Break Out Your Bell-bottoms, the '70s Are Back!304 -- Types of ASPs308 -- Watch Out for the NASPs!311 -- ASPs a Passing Fad or Here to Stay?312 -- Chapter 16 The Future's Not Hard to See 315 -- Wireless Is More 316 -- The Voice of eCRM320 -- XML + eCRM = CPExchange 324 -- Globalization Is Really Personal327 -- ROI: Changes That Meet the Future331 -- Online Can Be Cost-Free-If You Want It That Way333 -- Appendix A Places to Go: Websites That Make It Worth It 335 -- eCRM Communities 336 -- Other Websites 342 -- Appendix B Customer Lifetime Value 343 -- Customer Value Model, a Primer345 -- Balancing Responsiveness and Profits: Customer -- Value Model Case Study347 -- Index 351.

Catalogued by: Sara