Smart Customer Management A Beginner s Guide to Customer Centric Management 2nd Edition by Francisco J Navarro ISBN 9788461665969 8461665961

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Product details:

ISBN 10: 8461665961
ISBN 13: 9788461665969
Author: Francisco J Navarro

Smart Customer Management A Beginner s Guide to Customer Centric Management 2nd Edition Table of contents:

Part I: Foundations of Smart Customer Management

1. The Customer Revolution Has Begun

2. What Is Smart Customer Management About?

3. The Five Principles of Smart Customer Management

Part II: Implementing the Model

4. The Smart Customer Management Model

5. Formulating and Sharing a Strategy

6. Knowing Your Customers to Improve Relationships

7. Designing a Superior Customer Relationship

8. The Ultimate Goal: Customization

9. Measuring Performance and Results

Part III: Managing the Transformation Process

10. Designing the Smart Customer Management Organization

11. Information Technology Governance

12. Evolving from Products to Solutions

13. The Change Management Roadmap

Part IV: Essential IT Tools

14. CRM: The Engine for Building Customer Relationships

15. Customer Analytics: Real-Time Customer Knowledge

16. Social Media: Constructive Dialogue with Customers

17. Deploying IT Tools

18. Choosing IT Tools

What Next?

Page 179

Appendices

• Appendix A: Return Over the Customer (ROC)

• Appendix B: Measuring Customer Experience

• Appendix C: IT Governance Policies

• Appendix D: Organizational Structures for Solutions

• Appendix E: How to Implement a CRM Strategy

• Appendix F: Good Practices in Social Media Management

• Appendix G: How to Choose an IT Partner

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Tags: Francisco J Navarro, Smart Customer Management, Customer Centric Management