Why CRM Doesn't Work
Why CRM Doesn't Work

Author: Frederick Newell

Publisher: John Wiley & Sons

Published: 2010-05-21

Total Pages: 290

ISBN-13: 0470884800

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CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to say what they really want? In Why CRM Doesn't Work, leading international marketing consultant Frederick Newell explains why it's time to change the game to CMR (Customer Management of Relationships). CMR allows companies to empower customers so they'll reveal what kind of information they want, what level of service they want to receive, and how to communicate with them--where, when, and how often. It is a bold solution for businesspeople at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn't working, what needs to change, and how to put the CMR philosophy to work--without additional expense. The book includes case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands' End, Sports Authority, Radio Shack, and Staples. With the knowledge in this book, a company can learn to build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn't Work is important reading for companies of every size that are trying to satisfy and sell to today's consumer.

Why CRM Doesn't Work
Why CRM Doesn't Work

Author: Frederick Newell

Publisher: Bloomberg Press

Published: 2003-04-01

Total Pages: 263

ISBN-13: 9781576601327

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CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to say what they really want? In Why CRM Doesn't Work, leading international marketing consultant Frederick Newell explains why it's time to change the game to CMR (Customer Management of Relationships). CMR allows companies to empower customers so they'll reveal what kind of information they want, what level of service they want to receive, and how to communicate with them--where, when, and how often. It is a bold solution for businesspeople at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn't working, what needs to change, and how to put the CMR philosophy to work--without additional expense. The book includes case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands' End, Sports Authority, Radio Shack, and Staples. With the knowledge in this book, a company can learn to build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn't Work is important reading for companies of every size that are trying to satisfy and sell to today's consumer.

CRM Unplugged
CRM Unplugged

Author: Philip Bligh

Publisher: John Wiley & Sons

Published: 2004-05-18

Total Pages: 225

ISBN-13: 0471663832

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Building and maintaining a customer-centered enterprise cost-effectively is a hot topic and key business issue. This book provides the definitive work on how to derive return from investment. It shows readers strategies for successful CRM implementation into a company, and how to achieve a good ROI through CRM, and also details best practices.

Handbook of Research on Smart Technology Applications in the Tourism Industry
Handbook of Research on Smart Technology Applications in the Tourism Industry

Author: Çeltek, Evrim

Publisher: IGI Global

Published: 2020-01-17

Total Pages: 569

ISBN-13: 1799819906

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In today’s modernized society, certain technologies have become more applicable within many professional fields and are much easier to implement. This includes the tourism industry, where smart technology has provided a range of new marketing possibilities including more effective sales tactics and delivering a more personalized customer experience. As the scope of business analytics continues to expand, professionals need research on the various applications of smart technology within the field of tourism. The Handbook of Research on Smart Technology Applications in the Tourism Industry is an essential reference source that discusses the use of intelligent systems in tourism as well as their influence on consumer relationships. Featuring research on topics such as digital advertising, wearable technology, and consumer behavior, this book is ideally designed for travel agents, tour developers, restaurateurs, hotel managers, tour directors, airlines, marketers, researchers, managers, hospitality professionals, policymakers, business strategists, researchers, academicians, and students seeking coverage on the use of smart technologies in tourism.

Enterprise Resource Planning: Concepts, Methodologies, Tools, and Applications
Enterprise Resource Planning: Concepts, Methodologies, Tools, and Applications

Author: Management Association, Information Resources

Publisher: IGI Global

Published: 2013-06-30

Total Pages: 1629

ISBN-13: 1466641541

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The design, development, and use of suitable enterprise resource planning systems continue play a significant role in ever-evolving business needs and environments. Enterprise Resource Planning: Concepts, Methodologies, Tools, and Applications presents research on the progress of ERP systems and their impact on changing business needs and evolving technology. This collection of research highlights a simple framework for identifying the critical factors of ERP implementation and statistical analysis to adopt its various concepts. Useful for industry leaders, practitioners, and researchers in the field.