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Customer Relationship Management: The Bottom Line to Optimizing Your ROI (NetEffect Series), 2/E
Dr. Jon Anton, Purdue University
Natalie L. Petouhoff, PH.D., BenchmarkPortal, Inc.

ISBN-10: 0130990698
ISBN-13: 9780130990693

Publisher: Prentice Hall
Copyright: 2002
Format: Paper; 272 pp
Published: 12/26/2001

Suggested retail price: $23.60
Buy from myPearsonStore



For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior.

Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. Throughout, students see through measurable data-containing examples how CRM theory is applied with great success by various real-life companies. They learn 1) the scientific reasons why people resist change, 2) a process to deal with it (Successful People Process SSP™) and a process to measure the results in an on-going manner, and 3) how to tie those measure results to the bottom-line (SP3M™).

  • NEW - Realistic redefining of CRM—Shows that CRM is not a box of technology, but a corporate strategy and a tactical implementation of technology, process and people.

    • Allows for superior, out-of-the-box thinking and discussion for both students and instructors.

  • NEW - ROI model for Human Potential and training—As it applies to customer service and technology projects.

    • Shows students how to put hard numbers to human potential—something that has long been ignored or only thought of as “soft skills”—i.e., no real affect on the bottom-line.

  • NEW - Method for calculating customer lifetime value.

    • Shows students to calculate the customer lifetime value and explains how that relates to the profit and loss statements.

  • NEW - Method for selecting employees for the CRM project as well as for customer service jobs.

    • Gives students a tool that allows them to scientifically choose the right people for the right job.

  • NEW - The “change/productivity” connection—Shows why employees react to change negatively and how that affects team productivity.

    • Helps students understand the reactions in an employees' brains when they are yelled at by a supervisor and how that reaction causes companies to loose money.

  • NEW - How to benchmark a CRM center before and after a technology implementation—Shows that taking measurements before a CRM implementation will ensure that the right things will be changed; and that taking measurements periodically after the change will indicate if the technology change worked and what should be added or changed next to stay competitive.

    • Helps managers know exactly where they stand with respect to their peers, so they can know what in service delivery process (CRM) they need to change.

  • NEW - Real stories of actual CRM implementations—Includes those that did not go well (and why) as well as those where a successful process was implemented to guide the CRM to team to measure their success.

    • Enables both students and training leaders to to see how CRM consultants would solve a problem and set up a measurement system that guaranteed results.

  • NEW - More examples from real-world software vendors—With actual screen shots.

    • Shows students what the person using the technology on a day-to-day basis would see and use.

  • Realistic redefining of CRM—Shows that CRM is not a box of technology, but a corporate strategy and a tactical implementation of technology, process and people.

    • Allows for superior, out-of-the-box thinking and discussion for both students and instructors.

  • ROI model for Human Potential and training—As it applies to customer service and technology projects.

    • Shows students how to put hard numbers to human potential—something that has long been ignored or only thought of as “soft skills”—i.e., no real affect on the bottom-line.

  • Method for calculating customer lifetime value.

    • Shows students to calculate the customer lifetime value and explains how that relates to the profit and loss statements.

  • Method for selecting employees for the CRM project as well as for customer service jobs.

    • Gives students a tool that allows them to scientifically choose the right people for the right job.

  • The “change/productivity” connection—Shows why employees react to change negatively and how that affects team productivity.

    • Helps students understand the reactions in an employees' brains when they are yelled at by a supervisor and how that reaction causes companies to loose money.

  • How to benchmark a CRM center before and after a technology implementation—Shows that taking measurements before a CRM implementation will ensure that the right things will be changed; and that taking measurements periodically after the change will indicate if the technology change worked and what should be added or changed next to stay competitive.

    • Helps managers know exactly where they stand with respect to their peers, so they can know what in service delivery process (CRM) they need to change.

  • Real stories of actual CRM implementations—Includes those that did not go well (and why) as well as those where a successful process was implemented to guide the CRM to team to measure their success.

    • Enables both students and training leaders to to see how CRM consultants would solve a problem and set up a measurement system that guaranteed results.

  • More examples from real-world software vendors—With actual screen shots.

    • Shows students what the person using the technology on a day-to-day basis would see and use.

I. OPERATIONAL CRM—ACCESSIBILITY.

 1. Thinking Outside the CRM Box.

 2. Start with the People.

 3. The Secret to Risk Management of CRM: People.

 4. The CRM Successful People Process™ (CRM SPP™): The Key to Opening Up Employees to Change.

 5. Teams and Their Impact on CRM Implementations.

II. ANALYTICAL CRM—MEASURING PEOPLE, PROCESS, AND TECHNOLOGY.

 6. Why Should You Measure Customer Service?

 7. Customer Lifetime Value Calculations.

 8. Benchmarking Your CRM Center.

 9. Measuring People Who Provide Service.

10. The ROI of Training That Impacts the Bottom Line.

11. Using Technology the Smart Way: ROI of Improved Customer Service by an Airline.

12. Measuring Process: Promises, Promises—Service Level Let Downs vs. SP3M™.

13. Technology That Optimizes CRM.

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    Business Skills lets you create your own customized textbook by selecting the chapters you need -- in the sequence you want -- from texts covering diverse topics as human relations and interpersonal skills, personal and professional development,  customer service,  leadership and management issues, workplace ethics, and business communications.  

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    Pearson Custom Publishing
    © 2009 | Prentice Hall | On-line Supplement | Out of Stock
    ISBN-10: 0135075475 | ISBN-13: 9780135075470

This title is a member of the NetEffect Series, which also contains the titles below . You can also visit the NetEffect Series page.

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    Brief Description | Buy from myPearsonStore

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. Throughout, students see through measurable data-containing examples how CRM theory is applied with great success by various real-life companies. They learn 1) the scientific reasons why people resist change, 2) a process to deal with it (Successful People Process SSP™) and a process to measure the results in an on-going manner, and 3) how to tie those measure results to the bottom-line (SP3M™).

  • 0130990698Customer Relationship Management: The Bottom Line to Optimizing Your ROI (NetEffect Series), 2/E
    Anton & Petouhoff
    © 2002 | Prentice Hall | Paper; 272 pages | Instock
    ISBN-10: 0130990698 | ISBN-13: 9780130990693
    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    This brief primer teaches which specific skills matter most for those assuming a leadership role. Readers begin by measuring their current leadership experience and follow a step-by-step method through the chapter sequence which helps extend and refine their leadership insights and techniques. Leadership is discussed in a global context, to help readers succeed in college, career, and personal endeavors.

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    This easy-to-read, in-depth treatment provides comprehensive information and expert advice on communicating effectively and responsibly through e-mail. It contains learning activities that will help students gain proficiency in the basic skills and beyond—presenting a system for applying the core skills to enhance customer service and build loyal partnerships.

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    ISBN-10: 013041817X | ISBN-13: 9780130418173
    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

    • For oral presentation and presentation studies courses in business.

    Exclusively addressing business presentations, this book not only explores structured approaches to creating and delivering effective business presentations; it also supports quality coaching in managing and assessing the presentation process. The purpose of this text is two-fold: 1) to offer presenters strategies to plan, develop, and deliver effective business presentations and; 2) to provide tools so presenters can constructively assess their performance.

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

    • For technical courses in technology, engineering, construction, and formation technology programs.

     

    This text contains practical, hands-on step-by-step applications of change management principles that stress the importance of improvement within organizations—rather than simply making changes. It examines the competitive advantage school of thought from the perspective of technical professionals, and sees the need for change as being directly tied to the need to gain and maintain competitive advantages in the global marketplace.

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    Brief Description | Buy from myPearsonStore

    • For Customer Service courses found in both 2 year and 4 year engineering technology, manufacturing technology, construction technology or quality control programs. Also found in engineering management programs at the graduate level. May also be found in Quality Control curricula.

    • This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and construction firms. It provides users with a ten-step model for quality customer service, and an understanding of how customers define value. The book's “customer-is-king” philosophy underscores all of its content, and is highlighted by the characteristics that define a customer-driven company and global market. * Part of the NetEffect Series.

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    © 2004 | Prentice Hall | Paper; 304 pages | Instock
    ISBN-10: 0130485292 | ISBN-13: 9780130485298
    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

    • For leadership courses in technology, engineering, construction, and information technology.

    Part of the NetEffect series, this book takes a practical, step-by-step approach to developing leadership skills necessary for students to succeed in technical professional careers. Written to address the need for technical students who need “soft skills” in technical professions.

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

    • Effective Strategic planning is one of the most important steps a company needs to take in order to have a competitive advantage in today's marketplace.  Effective Strategic Planning for Competitive Advantage: Ten Steps for Technical Professionals presents the reader with a ten-step model that represents  a comprehensive effective approach to strategic planning.
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    Brief Description | Buy from myPearsonStore

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    Approaching teamwork from the technical professional's perspective, this comprehensive, hands-on manual provides a ten-step model for effective teamwork and covers the essential teamwork principles with simulation cases in every chapter. The text addresses the three types of teamwork teams, improvement teams and standing committees—as well as the factors that work against effective teamwork, the character traits that promote effective teamwork and team leadership principles.

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    ISBN-10: 0130336742 | ISBN-13: 9780130336743
    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    Brief Description

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    URL: http://www.prehall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

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    Brief Description | Buy from myPearsonStore

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    Brief Description | Buy from myPearsonStore

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    URL: http://www.prenhall.com/neteffect
    Brief Description

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    ISBN-10: 0131716808 | ISBN-13: 9780131716803
    Brief Description | Buy from myPearsonStore

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    From a top-notch professional speaker who has taught thousands of corporate personnel, military officers, and college students how to speak effectively, comes a text that's interesting, engaging, and filled with exercises and examples. Chapters on using humor, visual support, and presentational skills and strategies set this book apart from any other on the market.

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    Kline
    © 2004 | Prentice Hall | Paper; 208 pages | Instock
    ISBN-10: 0131128337 | ISBN-13: 9780131128330
    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

    • For courses in Stress Management and Interpersonal Skills.

    The creators of a state-of-the-art stress management center combine their decades of clinical psychology experience to present a complete and concise volume on stress management in the workplace. Their approach incorporates a reader-friendly style with proven exercises and techniques designed to teach students how to maximize effectiveness and to prepare them to deal with stress.

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    Abascal, Brucato & Brucato
    © 2001 | Prentice Hall | Paper; 224 pages | Instock
    ISBN-10: 0136347274 | ISBN-13: 9780136347279
    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

    • For courses in Technical Customer Service, Marketing, and Sales.

    Addressing the use of current technology in building customer loyalty such as call centers, web pages, and customer relationship management (CRM), this easily readable text explains how technology can enhance customer loyalty by exceeding expectations in small but significant ways.  Techno-savvy readers will find this text provides a concise review of the mechanics and a liberal dose of application ideas.  For those who are less familiar with technology, the material will teach basics needed to develop and sustain customer loyalty.

  • 0130989908Technology and Customer Service: Profitable Relationship Building (NetEffect Series)
    Timm & Jones
    © 2005 | Prentice Hall | Paper; 208 pages | Instock
    ISBN-10: 0130989908 | ISBN-13: 9780130989901
    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

    • For courses in Introduction to Importing and Exporting and Export Management.

    This is the first text to provide an all-encompassing introduction to the full range of important trade related subjects. Focusing on the basic mechanics of how international trade is actually done, it gathers into a single volume the hows and whys of each step in the process of importing or exporting a product—e.g., shipping, finance, law, trading blocs, insurance, etc.

  • 0136717446Tour of International Trade, A (NetEffect Series)
    Neipert
    © 2000 | Prentice Hall | Paper; 202 pages | Instock
    ISBN-10: 0136717446 | ISBN-13: 9780136717447
    URL: http://www.prehall.com/neteffect
    Brief Description | Buy from myPearsonStore

    • For courses in Business English and Business Writing.

    This text improves students' communication skills by helping them understand and use English terms appropriately. It relies on principles of language development for effective learning, and approaches the process from various directions—context, analysis, comparisons, and memory devices. Students will benefit from this presentation and accumulation of adult learning experience—and by thinking, comparing, using, and remembering.

  • 013060710XVocabulary Basics for Business (NetEffect Series)
    Cox
    © 2003 | Prentice Hall | Paper; 320 pages | Instock
    ISBN-10: 013060710X | ISBN-13: 9780130607102
    URL: http://www.prenhall.com/neteffect
    Brief Description | Buy from myPearsonStore

    • For undergraduate-level courses in Human Relations, Supervisory Practices, Principles of Management, Communications, and Career and Self Explorations.

    Helping students become aware of the strong impact that one's attitude has on every aspect of life, this highly regarded primer in the field of business human relations empowers readers of all backgrounds to play their human-relations roles with greater understanding and sensitivity. Fully updated and fresh with new material, it teaches readers that people who balance their technical skills with human-relations competencies find greater on-the-job happiness, contribute more to the productivity of organizations, and, in general, have more successful careers and satisfying lives.

  • 0131183885Your Attitude is Showing: A Primer on Human Relations [NetEffect Series], 11/E
    O'Neil & Chapman
    © 2006 | Prentice Hall | Paper; 320 pages | Instock
    ISBN-10: 0131183885 | ISBN-13: 9780131183889
    Brief Description | Buy from myPearsonStore

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