| Description |
1 online resource (272 pages) : illustrations |
| Series |
NetEffect Ser. |
|
NetEffect Ser.
|
| Summary |
Annotation 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. 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). |
| Audience |
College Audience Prentice Hall PTR. |
| Subject |
Customer Relations -- Management. |
|
Business & Economics -- Customer Relations. |
| Added Author |
Petouhoff, Natalie L., author.
|
| Other Form: |
Print version: Anton, Jon. Customer Relationship Management. 2nd ed., revised. Prentice Hall [Imprint] Dec. 2001 E Rutherford : Prentice Hall PTR Old Tappan : Pearson Education [distributor] (DLC) 2001056579 |
| ISBN |
9780130990693 |
|
0130990698 (Trade Paper) |
| Standard No. |
9780130990693 |
|
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