Centro de Documentacion de Fundación MAPFRE - Topic overview : customer relationship management 2008

MAP20080023102

Topic overview : customer relationship management 2008 / by William Band... [et al.]. — Cambridge : Forrester Research, 2008

(For Business process & applications professionals)

Sumario: Forresters customer relationship management (CRM) research helps CRM professionals embrace best practices from process optimization to technology implementation to improve the customer experience and drive top-line growth. Our research spans marketing, sales, customer service, customer analytics, data management, and how the rise of the social Web is affecting the way customers buy from and interact with organizations of all types. Key topic areas include anticipating and exploiting customer and technology disruptions, strategizing to pinpoint quick wins, justifying CRM investments to provevalue, selecting the right CRM solutions, and optimizing customer processes through adoption of best practices

1. Empresas . 2. Marketing de relaciones . 3. Marketing estratégico . 4. Servicio al cliente . 5. Fidelización de clientes . 6. Satisfacción del cliente . 7. Nuevas tecnologías . 8. Internet . 9. Comercio electrónico . I. Band, William A. . II. Forrester . III. For Business process & applications professionals . IV. Título.