by Kristin Anderson and Carol Kerr
Preface (download frontmatter as a pdf file)
Chapter 1. Customer Relationship Management Is Not an Option
The Accidental Project Manager
Customer Relationship Management Defined
Technology Does Not Equal Strategy
The Power of CRM
CRM Success Factors
CRM Is Here to Stay
Download a pdf version of Chapter 1
Chapter 2. The Customer Service/Sales Profile
Chapter 3. Managing Your Customer Service/Sales Profile
Chapter 4. Choosing Your CRM Strategy
Chapter 5. Managing and Sharing Customer Data
Chapter 6. Tools for Capturing Customer Information
Chapter 7. Service-Level Agreements
Chapter 8. E-Commerce: Customer Relationships on the Internet
Chapter 9. Managing Relationships Through Conflict
Chapter 10. Fighting Complacency: The “Seven-Year Itch” in Customer Relationships
Chapter 11. Resetting Your CRM Strategy
ISBN for this title: 0-07-137954-1
About the Author
Kristin Anderson, is president of Say What? Consulting, a Minneapolis-based firm that works with individuals and organizations to assess existing customer service and communication practices, create and implement change plans, and improve service and communication effectiveness.
Her clients range from Fortune 500 corporations to small businesses, from private sector companies to non-profit organizations. Kristin has worked internationally with employees at all levels—from top executives and senior managers, to front-line staff and support area employees.
In addition to writing Customer Relationship Management with Carol Kerr, Kristin is author of Great Customer Service on the Telephone (AMACOM), and co-author of four books in the bestselling “Knock Your Socks Off Service”® series, including Delivering Knock Your Socks Off Service.
Kristin is host of the six-part video training series, “On the Phone ... with Kristin Anderson,” created with Mentor Media of Pasadena, CA, and Ron Zemke of Performance Research Associates, Inc. Her articles and interviews have appeared in numerous publications.
An active member of the National Speakers Association, Kristin was honored by the NSA-Minnesota Chapter in 1999 as “Member of the Year.” Kristin is also a member of SOCAP (Society for Consumer Affairs Professionals).
When not speaking, training, consulting, or writing, Kristin enjoys on-the-water activities, including racing her MC sailboat during the summer and playing BroomBall during the winter.
Visit Kristin's Web site at www.kristinanderson.com.
Carol Kerr has over a decade of consulting experience, including work as an Organization Effectiveness Consultant for Motorola. She is currently president of VisionResearch, an organization effectiveness consulting group working with high-tech, hospitality, and public sector organizations. VisionResearch take a systemic, whole organization view to assessing overall effectiveness, and then works with our clients to close performance gaps.
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