The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM

Customer Relationship Management (CRM) is the buzz of the business world. Broader than the age-old principle that "the customer is always right," CRM targets profitable ways to act on that premise, at all times, across all channels and functions--keeping the customer coming back for more.

Now, THE CUSTOMER DIFFERENTIAL provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the step-by-step guidelines--complemented by illuminating case studies--on how to put into practice this powerful new directive, including how to:

* Implement a four-step planning process to ensure a successful CRM initiative * Refocus the business and organize the entire company around CRM * Support CRM using metrics and analytics, as well as systems and technology * Transform customer interactions in every department, and at every customer touchpoint