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Customer Relationship Management Essentials

Author: John W. Gosney and Thomas P. Boehm
Premier Press: 2000

• Introduction

1. Business Process Models and CRM
2. Foundations of Customer-Centric Business
3. Pre-Order Customer-Support Issues
4. Point-of-Order Customer-Support Issues
5. Post-Order Customer-Support Issues
6. Case Study: Circuit City
7. Case Study: Marsh Supermarkets
8. Case Study: Amazon
9. Case Study: The Gap

1. Mechanics of a CRM Web Interface
2. Total Process Coordination
3. CRM Gallery