Customer Relationship Management (Paperback, 2nd)

1. Introduction to CRM
2. Understanding Relationships
3. Planning And Implementing CRM Projects
4. Developing, Managing And Using Customer-Related Databases
5. Customer Portfolio Management
6. CRM And Customer Experience
7. Creating Value For Customers
8. Managing The Customer Life Cycle: Customer Acquisition
9. Managing The Customer Life Cycle: Customer Retention And Development
10. Managing Networks For CRM Performance
11. Managing Supplier And Partner Relationships
12. Managing Investor And Employee Relationships
13. Information Technology For CRM
14. Sales Force Automation
15. Marketing Automation
16. Service Automation
17. Organization Issues and Customer Relationship Management