Working with Microsoft Dynamics CRM 4.0

Get a practical, hands-on introduction to the fundamentals of adapting Microsoft CRM 3.0 to meet your specific business needs. With topics that include developing new functionality, designing implementations, and integrating Microsoft CRM with other busin...

 Microsoft Dynamics CRM 3 for Dummies

Manage sales, service, and marketing processes all together Find out how to manage customer information to make your business more productive Whether you're completely new to customer relationship management (CRM) software or you just want the s...

  Data-Driven Business Models

Using measured performance has become a favorite topic of seminars and articles in the trades and business press. This means how you view, develop and run your business - using all of the data available to do that - and how to model and to continuously re...

 Strategic Database Marketing The Masterplan for Starting and Managing a Profitable, Customer-Based Marketing Program

Web-focused strategies for turning a company's customer list into its most powerful competitive advantage For more than a decade, Strategic Database Marketing has been a popular and authoritative how-to on database marketing, referred to every day by...

 Customer Relationship Management: Integrating Marketing Strategy and Information Technology

Customer relationship management (CRM) is one of the hot topics in marketing and information systems today. Customer relationship management is a business strategy that provides the enterprise with a complete, dependable, and integrated view of its custom...

 CRM at the Speed of Light Essential Customer Strategies for the 21st Century

CRM is six billion dollar industry'it is of primary interest to mid-to large-sized corporations, and the audience includes IT managers, CEOs, COOs, CTOs, and CFOs Part of Osborne's exciting and successful Computer World'Books for IT Leaders series Uni...

 Gestion de la relation client Edition 2005

Mieux identifier et fidéliser ses clients grâce aux outils de CRM Destiné aux décideurs, aux responsables fonctionnels (marketing, commercial) et aux chefs de projets informatique chargés de la mise en place de solutions CRM (Customer Relationship Mana...

 Managing Your Supply Chain Using Microsoft Axapta

Around the globe, companies are increasingly turning to Microsoft's Axapta to coordinate vital supply chain activities, whether internally or with key business partners. Managing Your Supply Chain Using Microsoft Axapta provides detailed yet understandabl...

 Call center handbook 5e ed. The complete guide to starting, running and improving your call center

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running and improving y...

 The Complete Guide to Customer Support How to Turn Technical Assistance Into a Profitable Relationship

Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide to C...

 Essentials of CRM A Guide to Customer Relationship Management

Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM. Contents Overvie...

 Performance Analysis and Optimization of Inbound Call Centers

The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of ...

 Microsoft CRM for dummies

The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, man...

 Le projet eCRM Relation client et Internet

Enrichir et personnaliser les relations avec ses clients sur Internet Comment fidéliser les visiteurs d'un site marchand ou d'un portail d'information ? Comment recueillir et analyser le profil du client pour lui proposer une page d'accueil et des offres ...

 Mettre en place et exploiter un centre d'appels Solutions d'entreprise

Maîtriser les coûts et les performances grâce à de bons choix techniques et organisationnels Le centre d'appels joue un rôle clé dans la relation de nombreuses entreprises avec leurs clients, qu'il s'agisse de gérer les appels téléphoniques entrants (s...