Redefining Customer Relationship Management

1st Edition - May 31, 2002

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  • Author: Jeffrey Peel
  • eBook ISBN: 9780080503448

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In CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way organizations do business. At a technology level, CRM is increasingly about conjoined best-of-breed applications delivered via portal technologies. At a business level, it is beginning to invade traditional territories occupied by brand management or customer support. Peel shows companies how to make the shift to the new paradigm.

Key Features

· Defines the nature of new CRM niche solutions
· Provides entirely new types of functionality that mesh seamlessly
· Describes solutions focused solely on the needs of the customer


Senior IT, Customer Service, Marketing and General Business Management, CFOs. Also technical specialists and business/IT students.

Table of Contents

  • The New Customer Challenge; CRM Technology and CRM: The Need for a Communication-Centric Approach; The Analyst's View of CRM; The Application Revolution and Its Implications for CRM; Analytical CRM; Dot-Com CRM Red Herrings and Introducing CMR (and DCM); A Role for Marketing-Oriented CRM Technologies; Selecting Vendor Solutions; Defining CRM Processes; A Researched Approach to CRM; Conclusion; Glossary; Vendor Directory; About the Author; Index

Product details

  • No. of pages: 217
  • Language: English
  • Copyright: © Digital Press 2002
  • Published: May 31, 2002
  • Imprint: Digital Press
  • eBook ISBN: 9780080503448

About the Author

Jeffrey Peel

Jeffrey Peel runs his own CRM and marketing consultancy practice, Quadriga Consulting, based in the UK. He has had a varied career in CRM, marketing research, and technology marketing. He was VP of Global Marketing for a European CRM software start-up (Amacis Ltd) and Head of Marketing Communications for a Division of 3Com Corp. He has also held senior IT research roles at Roper Starch in Princeton, NJ (now part of NOP) and Research International in London (part of marketing services giant WPP Group).

Affiliations and Expertise

Owner, CRM and marketing consultancy practice, Quadriga Consulting, based in the UK.

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