Why CRM Doesn't Work
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Home > Business and Economics > Business and Management > Sales and marketing > Customer services > Why CRM Doesn't Work: The Re-empowerment Revolution in Customer Relationship Management
Why CRM Doesn't Work: The Re-empowerment Revolution in Customer Relationship Management

Why CRM Doesn't Work: The Re-empowerment Revolution in Customer Relationship Management


     0     
5
4
3
2
1



Out of Stock


Notify me when this book is in stock
X
About the Book

Companies are spending millions on CRM (customer relationship marketing), yet customers are more dissatisfied than ever. This book analyses why there have been so many failures and shows, through examples and case studies, how to stop losing customers and understand why customers don't buy. The author contends that only by empowering customers - by moving from CRM to CMR (Customer Management of Relationships) - can companies hope to build long-term relationships, create customer loyalty and deliver profits over time.

About the Author :
Frederick Newell, a leading international marketing consultant and CEO of Seklemian/Newell, has helped giant multinationals as well as small businesses around the world develop and manage customer relationship strategies to strengthen customer loyalty and increase profitability. Newell is the author of loyalty.com; Wireless Rules; and The New Rules of Marketing. He can be reached at frednote@aol.com.

Review :
"Fred Newell raises relationship marketing to a new level. Read this before your competitors do." Philip Kotler, SC Johnson & Son Distinguished Professor of International Marketing "Fred now takes customer development and loyalty to a new level - beyond CRM. Fred is always ahead of the curve." Charles J Beech, Chairman & CEO, Message Factors, Inc "A must-read for any manager in an enterprise focused on improving its profitability, as well as the quality of its customers' lives." Jonathan Copulsky, Lead Partner, Deloitte Cosultancy "Fred Newell raises relationship marketing to a new level, beyond database marketing, loyalty programs, targeted advertising, and customer relationship marketing. He shows the profound difference between stalking the customer (CRM) and empowering the customer (CMR). After you read this, empowering the customer will be your next move. Read it before your competitors do." Philip Kotler SC Johnson & Son Distinguished Professor of International Marketing, Northwestern University Kellogg School of Management "Frederick Newell has hit the CRM nail on the head. A lot of company managers thought you could create profits by buying CRM software and building an expensive data warehouse. Fred has pointed out that they were wrong. You cannot predict or modify customer behavior with CRM. What you can do is waste a lot of money. What you need is a customer database and intelligent customer communications, which come from creative strategies, not a piece of software." Arthur Middleton Hughes Vice President for Business Development "Fred Newell does a wonderful job of helping us understand why so few companies get the return from CRM initiatives that they expect. Why CRM Doesn't Work makes a compelling case for putting the customer in the driver's seat and allowing the customer to manage the relationship. The book is filled with practical examples and tips...a must-read for any manager in an enterprise focused on improving its profitability, as well as the quality of its customers' lives." Jonathan Copulsky Lead Partner, Customer and Channel Strategy Practice, Deloitte Consulting "Fred Newell, in his trademark easy-to-read style, showers us with ideas and examples to illustrate his message that 'it's not technology that drives CRM, it's intelligence about the customer.' He rightly reminds us that the customer must truly be placed at center stage and that we must listen with both ears to their stated and unstated needs. As a recent definition of CRM states, 'Customers Really Matter.' Fred's book is timely for all businesses." Brian Woolf Author, Loyalty Marketing: The Second Act "In this competitive world, hanging onto customers is critical. Fred Newell's new book is a common sense approach to helping you do just that." Jack Trout President, Trout & Partners Ltd. "CRM has been promoted as the answer to customer development and loyalty. Fred addresses head on why this has failed for so many companies that have spent heavily and had such big expectations for CRM. Importantly, Fred now takes customer development and loyalty to a new level - beyond CRM- by redefining and empowering the customer. This is the way to build a successful customer-focused business. Fred is always ahead of the curve." Charles J. Beech Chairman & CEO, Message Factors, Inc.


Best Sellers


Product Details
  • ISBN-13: 9780749439477
  • Publisher: Kogan Page Ltd
  • Publisher Imprint: Kogan Page Ltd
  • Height: 234 mm
  • No of Pages: 288
  • Width: 142 mm
  • ISBN-10: 0749439475
  • Publisher Date: 03 May 2003
  • Binding: Hardback
  • Language: English
  • Sub Title: The Re-empowerment Revolution in Customer Relationship Management


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
Why CRM Doesn't Work: The Re-empowerment Revolution in Customer Relationship Management
Kogan Page Ltd -
Why CRM Doesn't Work: The Re-empowerment Revolution in Customer Relationship Management
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Why CRM Doesn't Work: The Re-empowerment Revolution in Customer Relationship Management

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    Fresh on the Shelf


    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!