To compete in today´s competitive marketplace, customer focus is no longer
simply nice to have it´s a fundamental mandate. This book is a manager´s best
friend, providing both a primer and a how-to guide to defining and implementing
Customer Relationship Management. It shows you: The various roles CRM plays in
business, and why it´s more important than ever The range of CRM applications
and uses, from sales force automation to campaign management to e-CRM and
beyond The context of some of the popular CRM buzzwords The differences between
CRM and business intelligence, and why they´re symbiotic Why the customer-
relationship failure rate is so high, and how to avoid becoming another CRM
statistic Case studies of visionary companies who´ve done CRM the right way
