Customer Relationship Management Essentials

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

  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