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物品 #:
170494718
CRM―顧客はそこにいる Best solution
物品 #:
170494718
HKD 218
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存貨僅剩 5 個物品。
現在訂購，約可在下列時間收貨： 星期四, 十月 29
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企業能力の根幹をなすCRMの、まさに決定版となる1冊である。
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What Stands Out
Durable Hardcover
The Tankobon hardcover ensures longevity and durability, making it ideal for frequent use while protecting your valuable information, unlike standard paperbacks that wear out easily.
Comprehensive CRM Insights
This book provides in-depth strategies and insights into effective customer relationship management, offering practical solutions that help businesses enhance customer satisfaction and retention, addressing common CRM challenges.
Enhanced Learning Experience
With its engaging content and practical examples, the book facilitates an exceptional learning experience for readers, ensuring they effectively apply CRM strategies in real-world business scenarios.
產品詳情
- 経営にCS(顧客満足)活動を導入する企業は多いが、クレーム処理の手間が増えたり、顧客から「満足」の反応があるのに収益に結びつかないといった例がよく聞かれる。1998年に出版された「日本初のCRM書」の増補改訂版である本書では、このような壁にぶつかっている企業のCRM(カスタマー・リレーションシップ・マネジメント)を活性化するための考え方やアプローチが示されている。 全体は6つの章で構成されている。第1章では、顧客動向や収益との関係が概観され、CRM再構築の必要性が説かれている。ここに戦略、知識(顧客理解・識別)、業務プロセスおよび人・組織、ソリューション・テクノロジーの4つの階層からなる「CRMモデル」が示され、2章以降はそれに沿う形で展開される。 第2章は、顧客変化の実態や、顧客セグメンテーションを適正化する方法、バリュー提供の方法、CRM革新のステップなどが論じられている。特に、顧客セグメンテーションの「5つの罠」が解説され、それぞれの罠をクリアすることがCRMの前提になるとして注意が喚起されている。 第3章は、顧客との接点における具体的な活動や、実行にあたっての解決策などが論じられている。第4章は顧客情報のデータベース構築の条件や技術的な側面、第5章はCRMに成果をもたらす3つの戦略、第6章は各産業・業界にCRMをどう適用すればいいかといった内容が中心になっている。 今回の改訂では、「LTV(顧客生涯価値)」や「タイミング・セグメンテーション」「アウトソーシング戦略」などの項目が増補され、第6章の事例にも銀行や証券、官公庁などが加えられている。初版と比べて、新しい局面に対応した内容が多く盛り込まれているのが特徴だ。 CRMの最初のステップで戸惑っているのなら、「ニーズは多様化ではなく『混淆化』している」「顧客は細分化ではなく「模化」している」といった論考に目からうろこが落ちるかもしれない。企業能力の根幹をなすCRMの、まさに決定版となる1冊である。(棚上 勉)
| Publisher | 東洋経済新報社 |
| Publication date | July 1, 2001 |
| Language | Japanese |
| Print length | 389 pages |
| ISBN-10 | 4492554297 |
| ISBN-13 | 978-4492554296 |
| Item Weight | 469 g |
Who Should Buy?
-
Business Owners
Ideal for small to medium business owners looking to improve customer interactions and retain loyal clients effectively.
-
Sales Professionals
Sales professionals can benefit from insights on managing customer relationships and increasing sales productivity through CRM strategies.
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Marketing Teams
Marketing teams will find value in understanding customer behaviors and segmentation for tailored marketing campaigns using CRM insights.
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Casual Users
Individuals seeking basic customer contact management may find it overly complex compared to simpler tools available.
產品敘述
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CRM―顧客はそこにいる Best solution 可以在 Hong Kong 在線購物嗎？
回答: 是的，您可以在 Ubuy Hong Kong 以合理的價格購買該產品。. CRM―顧客はそこにいる Best solution 在本地不可用，但您可以信任我們的快遞服務。 -
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村山 徹 Format: Tankobon Hardcover General & Reference Editorial Review
**** The book "CRM―Best Solution" offers readers a profound exploration of customer relationship management beyond mere IT implementation, positioning it as a strategic approach to restructuring relationships with customers. It emphasizes the critical importance of turning customer data into meaningful insights and propagating a CRM-oriented mindset throughout the organization. Despite being initially published in 2001, the concepts presented remain relevant, highlighting a gap between what is ideal in CRM practices and the actual implementation in many organizations. The author outlines a model Consisting of four layers: customer strategy, customer insights, business processes, and solutions. This structured framework is insightful, yet it's noted that very few companies successfully implement such strategic layers. The book stresses the foundational knowledge necessary for effective CRM practices, providing questions for readers to assess their own CRM readiness. It becomes evident that many businesses struggle with basic customer knowledge, indicating a need for improved CRM strategies. One of the standout features is the author's candid acknowledgment of the practical challenges that arise when implementing CRM strategies, including internal resistance and motivation issues. This realism is appreciated by readers who have faced similar obstacles in their professional journeys. Additionally, the text discusses the Pros and Cons of IT solutions in CRM, providing a balanced view that recognizes both capabilities and limitations. Readers across various levels of understanding find the book beneficial, although some note that it can be challenging at times. While it serves as a rich resource for practitioners in CRM and business management, it also provides foundational insights for those new to the field. Many have expressed regret for not having encountered this book earlier in their careers, recognizing its potential to streamline their understanding and application of CRM principles. Overall, this book has been praised for its depth, practical insights, and timeless relevance–making it a valuable read, especially for executives and aspiring leaders in the business world. **
Customer Reviews & Ratings
41 客戶評分
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5 星
33%
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4 星
22%
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3 星
36%
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2 星
3%
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1 星
6%
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優點
- Offers a strategic perspective on CRM beyond IT.
- Provides structured frameworks for understanding CRM layers.
- Relevant insights despite being published over two decades ago.
- Addresses practical challenges in CRM implementation.
- Balanced view on IT solutions in CRM.
- Serves both as a reference for experienced practitioners and an accessible entry point for newcomers.
缺點
- Some readers may find it challenging or dense.
Platform Trust & Buyer Confidence
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“I?m always nervous buying electronics and skincare online, but Ubuy Hong Kong delivered exactly what I ordered and it was 100% genuine. It?s refreshing to find a platform that you can actually trust with premium brands. Will definitely be a returning customer.”
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HKD 218
現在訂購，約可在下列時間收貨： 星期四, 十月 29
This item is not restrict in my country.(Please click on above link if this item is not restrict in your country, So our team will review and allow.)
QTY:
存貨僅剩 5 個物品。
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特色和優勢
- Comprehensive guide to enhancing CRM activities.
- Addresses common CRM challenges faced by businesses.
- Introduces a structured CRM model to optimize customer relationships.
- Includes updated strategies on customer segmentation and value delivery.
- Incorporates new concepts like LTV and timing segmentation.
- An essential resource for navigating today’s diverse customer needs.
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