TAILIEUCHUNG - Customer Relationship Management

Chapters 1 through 3 focus on the concept of CRM. Chapter 1 defines what CRM means in today’s business environment and why only organizations with clear and effective CRM strategies are destined for long-term success. Chapter 2 introduces the Customer Service/Sales Profile model, a brand new tool for understanding the dynamic relationship between stand-alone service transactions, repeat customers, and the creation of wonderful customer advocates who love to spread the good word about you and your products and services. In Chapter 3, you’ll read about issues dealing with managing service delivery and using the Customer Service/Sales Profile model. | Y L F M A E T Team-Fly® Customer Relationship Management Other titles in the Briefcase Books series include: Communicating Effectively by Lani Arredondo Performance Management by Robert Bacal Recognizing and Rewarding Employees by R. Brayton Bowen Motivating Employees by Anne Bruce and James S. Pepitone Leadership Skills for Managers by Marlene Caroselli Effective Coaching by Marshall J. Cook Conflict Resolution by Daniel Dana Project Management by Gary Heerkens Managing Teams by Lawrence Holpp Hiring Great People by Kevin C. Klinvex, Matthew S. O’Connell, and Christopher P. Klinvex Empowering Employees by Kenneth L. Murrell and Mimi Meredith Presentation Skills for Managers by Jennifer Rotondo and Mike Rotondo The Manager’s Guide to Business Writing by Suzanne D. Sparks Skills for New Managers by Morey Stettner To learn more about titles in the Briefcase Books series go to You’ll find the tables of contents, downloadable sample chap- ters, information about the authors, discussion guides for using these books in training programs, and more. A Briefcase Book Customer Relationship Management Kristin Anderson Carol Kerr McGraw-Hill New York Chicago San Francisco Lisbon Madrid Mexico City Milan New Delhi San Juan Seoul Singapore Sydney Toronto Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Manufactured in the United States of America. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher. 0-07-139412-5 The material in this eBook also appears in the print version of this title: 0-07-137954-1. All trademarks are trademarks of their respective owners. Rather than put a trademark symbol after every occurrence of a trademarked name, we use names in an editorial fashion only, and to the benefit of the trademark owner, with no .

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