December 2001
Intermediate to advanced
272 pages
7h 29m
English
book
Customer Relationship Management: The Bottom Line to Optimizing Your ROI
by Dr. Jon Anton, Dr. Natalie L. Petouhoff
Content preview from Customer Relationship Management: The Bottom Line to Optimizing Your ROI
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To Avoid Major Pitfalls in CRM Implementation, Start with the People
The status quo in approaching CRM is to start by looking for technology solutions (Figure 2.1). We found it imperative to start with people, then go to processes, and then pick the technology based on the people (customers' and employees' needs) and the process (how the work will get done) (Figure 2.2).
Figure 2.1. In the old strategy of CRM the technology drove the process and the process drove what the people did.
Figure 2.2. In the new CRM strategy the people drive the process and the process drives the choices in technology.
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.