文档介绍：Inside the Minds: Profitable Customer Relationships:
The Keys to Maximizing Acquisition, Retention, and
Loyalty
by Richard Brock et al. ISBN:1587621460
Aspatore Books © 2003 (223 pages)
The authors of this text articulate the unspoken rules and the
important issues facing the CRM business today, and what will
hold true into the future.
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Table of Contents
Inside the Minds—Profitable Customer Relationships—The Keys to Maximizing
Acquisition, Retention, and Loyalty
Chapter 1 - Starting From Scratch
Chapter 2 - The Profitable Ecosystem of Customer Relationships
Chapter 3 - The Key to Profitable Relationships
Chapter 4 - Customer Focus
Chapter 5 - Creating an Emotive Attachment
Chapter 6 - It’s Time For Intelligent Selling Systems
Chapter 7 - The Service Side of CRM
Chapter 8 - You Learn Everything in the Field
Chapter 9 - Relationship Management
Chapter 10 - Developing essful Customer Relationships
Chapter 11 - Finding the Right Fit
Chapter 12 - How to Make Every Customer a Repeat Customer
Chapter 13 - Building Profitable Customer Relationships for Business ess
Back Cover
Inside the Minds: Profitable Customer Relationships is the most authoritative book ever written on
the essentials behind essful Customer Relationship Management. This title features Chairmen,
Presidents, and CEOs from some of the nation’s top panies, who have each contributed
chapters akin to objective, experience-related white papers or essays on the unique challenges they
face in their field. In an over-arching as well as in-depth presentation of the fundamentals, authors
articulate the unspoken rules and the important issues facing the CRM business today, and what will
hold true into the future. From examining the fundamental role of the switchboard operator and
direct marketing specialist, to evaluating changes industry-wide and addressing the need for risk-
taking, this book pulls readers t