Accelerating Customer Relationships: Using CRM and Relationship Technologies

Ronald S. Swift

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Summary

Leverage people, processes, activities, information, and technologies to...

  • Acquire new, more profitable customers
  • Build long-term customer loyalty
  • Serve every customer as an individual
  • Drive powerful marketing opportunities
  • Increase profits and shareholder value!

The start-to-finish guide to breakthrough customer relationship management!

In Accelerating Customer Relationships, a world-renowned CRM expert shows you how to build knowledge "infostructures" that deliver breakthrough profitability and customer loyalty. Ronald S. Swift walks you step by step through integrating every customer touchpoint: retail, Web, call center, and beyond. Swift covers every aspect of enterprise-wide relationship management—strategies, processes, partnerships, platforms, software, methodologies, and more. Through proven methods, practical examples, and case studies, you'll discover how to create the customer-centric environment to:

  • Identify what your most profitable customers share in common-then find more customers just like them!
  • Shorten your sales cycle by anticipating your customer's requirements and expectations more accurately
  • Manage your channel partnerships and other relationships more profitably
  • Maintain customer privacy and confidentiality while gaining the benefits of profiling
  • Calculate the economic value of customer relationship management
  • Discover the key factors that make or break CRM for your organization

The high-value, loyal customer is the #1 key focal point for growth organizations worldwide! Today's relationship technologies give you an unprecedented opportunity to strengthen and deepen the customer relationships you care about most. Ronald S. Swift can show you how to do it-before your competitors do!

"Ron Swift's book is designed to help you tie the loyalty knot with your customers. It has the tools, the framework, and the know-how to deliver customers and profits."
— Martha Rogers, Ph.D.,
Peppers and Rogers Group
and co-author of The One to One Future and One to One B2B
"When your customers know you know them, your business is bound for success. Ron Swift's book provides the tools, the framework, and the know-how to build rock solid CRM and DW strategies to deliver customers and profits. Ron continues his excellence with profound and practical knowledge and advice."
— Bill Inmon,
Father of the Data Warehousing concept,
and author of 30 books on Data Warehousing, Decision Support, and Database Technology

商品描述(中文翻譯)

摘要
利用人、流程、活動、資訊和技術來...獲得新的、更有利可圖的客戶、建立長期客戶忠誠度、將每個客戶視為個體、創造強大的行銷機會、增加利潤和股東價值!這是一本從頭到尾指導突破性客戶關係管理的指南。在《加速客戶關係》中,一位世界知名的CRM專家向您展示如何建立能夠帶來突破性利潤和客戶忠誠度的知識“信息結構”。Ronald S. Swift逐步指導您整合每個客戶接觸點:零售、網絡、呼叫中心等等。Swift涵蓋了企業範圍內關係管理的每個方面-策略、流程、合作夥伴關係、平台、軟體、方法論等等。通過驗證過的方法、實際案例和案例研究,您將發現如何創建以客戶為中心的環境,以實現以下目標:
- 確定您最有利可圖的客戶共同點,然後找到更多類似的客戶!
- 通過更準確地預測客戶的需求和期望,縮短銷售週期
- 更有利可圖地管理您的渠道合作夥伴和其他關係
- 在獲得個人檔案的好處的同時,保持客戶隱私和機密性
- 計算客戶關係管理的經濟價值
- 發現影響您組織的CRM成敗的關鍵因素
高價值、忠誠的客戶是全球增長組織的首要關注點!今天的關係技術為您提供了前所未有的機會,可以加強和深化您最關心的客戶關係。Ronald S. Swift可以向您展示如何在競爭對手之前做到這一點!
“Ron Swift的書旨在幫助您與客戶建立忠誠關係。它具備工具、框架和專業知識,可以為您帶來客戶和利潤。”- Martha Rogers博士,Peppers and Rogers Group合著者,《一對一未來》和《一對一B2B》
“當您的客戶知道您了解他們時,您的業務就會取得成功。Ron Swift的書提供了建立堅實的CRM和DW策略的工具、框架和專業知識,以為您帶來客戶和利潤。Ron以深刻而實用的知識和建議繼續保持卓越。”- Bill Inmon,資料倉儲概念之父,撰寫了30本關於資料倉儲、決策支援和數據庫技術的書籍