Accelerating Customer Relationships: Using Crm and Relationship Technologies

By Ronald S. Swift

Preface Corporations that achieve high customer retention and high customer profitability aim for: The right product (or service), to the right customer, at the right price, at the right time, through... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0130889849
• ISBN13: 9780130889843
• Release Date: September 2000
• Publisher: Prentice Hall
• Length: 512 Pages
• Weight: 2.09 lbs.
• Dimensions: 1.0" x 7.2" x 9.5"

Customer Reviews

Title Should Be CRM Infrastructure

This book is more technological in nature than CRM strategy. It does give information regarding CRM as a business strategy; however, the core of the book is technology. If you are going to implement CRM at your organization, this book is a must read in conjunction with a book on CRM strategy. A lot of organizations try to implement CRM without having the infrastructure in place that will allow them to fully benefit from CRM. This book clearly defines how the systems infrastructure must be part of the CRM strategy and how they should be implemented together. It very thoroughly explains the use of data warehousing and systems design. The only downside to this book is the duplication of information. It could easily have been 100 pages shorter.

Accelerating Customer Relationships is what it's all about

This book is an indispensable read and reference for the business manager or technology manager that is teamed together. The author has brought together data and information from a very wide variety of sources - and added to it a substantial treasure trove of case studies. It is very real world. The sample project plan and methodology can be applied in many environments.The case studies and biblography alone are well worth the acquisition price. The author also leaves many pointers to accessing more technical or in-depth materials throughout the book. Its use could save many firms (and teams) a lot of agony. It is truly about accelerating customer relationships - something every business person must be concerned with.

Huge insite

Ron's perspective on the subject obviously comes from substantial knowledge and experience in the industry. The research he has done around CRM technologies is very impressive and has depth that I have not seen in another books. I enjoyed his three dimension thinking to business. Worth the read!

Educational and Implementable

If your management gave you the right to start working on your CRM vision this is the definite resource for you to start implementing your dreams. Ron Swift is presenting every detail in a very educational and implementable way. There is great value in the business processes and CRM techniques mentioned in this book. And the most interesting sections were the 25 case studies of best practices that Ron Swift has included for the reader learn from. This book is a highly valuable asset for all business managers (and technology people too) to use to generate a great wealth of profitability for their companies."

Good overview and useful case studies of CRM

This book outlines key areas of focus for successfully implementing a Customer Relationship Management strategy. Examples help explain successful strategies used by specific companies to develop greater intimacy and loyalty with their best customers. This is key to adapting to changing customer expectations and new communication channels like the web and email. This book will help businesses prepare for the future with the Internet intertwined in the nexus of relationships between businesses and their customers.