Publisher's Synopsis
"Claudia Imhoff and her coauthors, Jonathan geiger and Lisa Loftis, are giving you a roadmap to CRM. . . This is a MUST READ for every serious manager."?John Zachman, Zachman International
Building the Customer–Centric Enterprise
You already know that customer relationship management (CRM) is critical to the success of your business, but how do you go about implementing it? This book shows you how to reshape your organization and develop appropriate business strategies to nurture mutually beneficial long–term customer relationships.
Drawing on the proven architecture of the Corporate Information Factory (CIF), Claudia Imhoff and her team clearly explain how to harness CIF technologies?including Web and data warehousing technologies?to ensure success in today?s hyper–competitive marketplace. By integrating the business strategies with the supporting technologies, you will be able to:
- Establish a business strategy that supports the customer
- Recognize different types of customers
- Understand customer needs
- Understand the value of each customer
- Develop effective approaches for retaining and expanding customer relationships
- Tailor customer service and support to specific customer needs
- Ensure that customer data is accurate and up–to–date
- Integrate all sales and distribution channels, including the Internet
- Protect the privacy of the customer
