Essentials of CRM: A Guide to Customer Relationship Management (Essentials Series)

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ESSENTIALS OF CRM

Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM.

"Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand."
—Michael Cusack, author of Online Customer Care: Strategies for Call Center Excellence

"Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and actionable grounding in CRM for organizational leadership."
—John Glaser, PhD, Vice President and CIO, Partners Healthcare System

The Wiley Essentials Series-because the business world is always changing...and so should you.

Download Description

ESSENTIALS OF CRM
Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM.
"Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand."
-Michael Cusack, author of Online Customer Care: Strategies for Call Center Excellence
"Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and actionable grounding in CRM for organizational leadership."
-John Glaser, PhD, Vice President and CIO, Partners Healthcare System
The Wiley Essentials Series-because the business world is always changing...and so should you.

Customer Reviews:

Mediocre book creates a foggy picture.......2004-04-24

What striked me as odd in this book is the background of it's author: Medicine and IT.My skepticism unfortunatelly proves well founded.The book is built around a quite simplified example of a bike shop that fails to clear things up.The writer spends much time explaining technological advances in broad terms and less time with the marketing aspect of CRM.It contains no case studies.Too introductory.It will give you some understanding of CRM but limited.All in all i did not find it a helpfull book on the subject .Only for execs with no touch with current technologies as a starting point, not good from a marketing perspective.

Very High Level.......2003-01-06

It was a pretty good book, but it was a little too high level. If you are new to CRM this book is pretty good, but if you have picked anything up from the various business magazines then it is not as useful. I would have liked to see more specifics discussed regarding implementations and possible pitfalls.

Highly Recommended!.......2002-06-04

Never has a business trend been more popular, more expensive and less understood than customer relationship management, or CRM. The costs of CRM can be astronomical, and while the benefits also can be great, they are often less easily to predict, due to the complexity of the systems. Byron Bergeron breaks down CRM into its component parts, and in so doing, helps the reader grasp just what makes the price so high, and why it might all be worthwhile. In his discussion, Bergeron touches on the major suppliers of CRM technology, the need for employee training, implementation issues, and virtually every other factor an executive might need to consider in evaluating whether or not to undertake a CRM program. We from getAbstract highly recommend this comprehensive work.

A quick read, but...........2002-04-23

If you are new to CRM this is a good book. If you have some experience with CRM, as I do, this lacks detail. The book is definitely just for CRM beginners.

It is a quick read - about 3-4 hrs total cover to cover. The text is all double spaced so the 208 pages goes by very fast. Thus, the value for money is a bit questionable.

The story about 3 roommates that threads its way through the book is a good example of a how a small enterprise gets involved with CRM, however much of the rest of the book's theory and advice is geared to larger organizations.

The author really concentrates on CRM vis-a-vis customer service representatives. He does not touch on sales force automation or marketing aspects of CRM systems at all. This despite the author telling us of the necessity to include sales and marketing in the CRM implementation and buy-in.

Still, it is a good book overall.

Easy Read.......2002-02-28

I picked up this book becasuse I had to. Everyone's been talking about CRM in my company. To my surprise, I actually enjoyed learning about CRM. I'm no technologist, but a manager with real-world challenges. This book lets me talk intelligently with my IT department head and navigate through the fluff vendors throw my way. It's well worth reading.

Book Description

Despite the extensive literature on safety, few tools have been available to help managers quantitatively assess the level of safety management and the quality of the safety practices in organizations. In his consulting practice, Dr. Jim Stewart, a former executive at DuPont, developed such a method, crafting a safety survey centering on a comprehensive questionnaire for employees at all levels, that reveals the true level of corporate commitment to safety.

Managing for World Class Safety first describes the model of safety management that underpins the questionnaire and then demonstrates how this innovative procedure illuminates critical intangibles like management commitment, the enforcement of rules, worker involvement, and injury investigation.

The central part of this book is the description of research at the University of Toronto that applies the questionnaire in comprehensive research at five of the world’s safest companies and five with very poor safety. The questionnaire polled 700 people in the ten companies, "measuring" the level of more than twenty key elements such as:

The workers’ perception of the priority given to safety
The belief that all injuries can be prevented
The extent to which line management takes responsibility/accountability for safety
How well safety rules are followed and enforced
The frequency and quality of safety meetings
The level of recognition to reinforce safety excellence
In every element, the contrast between the responses from the very safe companies and those from the companies with poor safety was dramatic, clearly depicting where the former succeed and the latter fail

By developing quantitative benchmark data, Stewart reasons that it will be easier to convince reluctant management to undertake the fundamental change necessary for a "step change" in their company performance. Managing for World Class Safety promises a revolutionary new approach to workplace safety improvement for corporate leaders, safety professionals, and regulators.

Book Description

Marsden, Reginald G. A Treatise on the Law of Collisions at Sea, With an Appendix, Containing Extracts from the Merchant Shipping Acts, The International Regulations (of 1863 and 1880) for Preventing Collisions at Sea, and Local Rules for the Same Purpose in Force in the Thames, the Mersey, and Elsewhere. London: Stevens and Sons, 1880. xxxii, 304 pp. Reprinted 2004 by The Lawbook Exchange, Ltd. ISBN 1-58477-412-6. Cloth.

* Reprint of the first edition. This venerable work has gone through thirteen editions to date, the last appearing in 2003. It offers a summary of the law and cases relating to collisions between ships. A review of the seventh edition notes that it holds a "permanent place...not only as a legal text-book on a special subject, but as a work which can be usefully referred to by laymen who are interested in shipping matters.": E.S.R., Law Quarterly Review 39:378-379.

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A treatise on the law of collisions at sea,: With an Appendix, containing extracts from the Merchant shipping acts, the international regulations (of 1863 ... in the Thames, the Mersey, and elsewhere
Reginald G Marsden
Manufacturer: Stevens and Sons
ProductGroup: Book
Binding: Unknown Binding

Maritime | Specialties | Law | Subjects | Books
ASIN: B00087MJTU

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A treatise on the law of collisions at sea: With an appendix, containing extracts from the Merchant shipping acts, the international regulations for preventing ... in the Thames, the Mersey, and elsewhere
Reginald G Marsden
Manufacturer: Stevens and Sons
ProductGroup: Book
Binding: Unknown Binding

Maritime | Specialties | Law | Subjects | Books
ASIN: B00088CJYE

Book Description

One of the most recent and exciting branches of astronomy, helioseismology -- like its terrestrial counterpart -- studies why the surface of the sun vibrates like a bell. Over the past three decades astronomers have gained spectacular insights into the structure and composition of the sun's interior, transforming the way we understand stellar matter. In Sunquakes, Jack B. Zirker tells the story of this new science and explains the physics behind these illuminating vibrations.

Zirker recounts the discovery of solar oscillations in the early 1960s and international efforts throughout the rest of the decade to explain this phenomenon. By the mid-1970s, scientists working independently in France, Germany, Japan, and the U.S. had developed a new theoretical model of the sun that postulated the existence of trapped sound and gravity waves as the cause for the roiling of the sun's surface. Using solar oscillation data, scientists derived for the first time the thermal and dynamic properties of the solar interior and revealed its complicated rotation patterns; even such astronomical mysteries as the deficit of solar neutrinos were solved.

Describing the competition and cooperation between astronomers, particle physicists, and other theorists to the technological innovations that makes solar observation more and more precise, Sunquakes provides professionals and nonscientists alike with an absorbing and accessible guide to the field of helioseismology. The book concludes with an account of recent efforts to probe the interiors of stars far beyond our own solar system.

Customer Reviews:

Difficult book.......2005-06-20

This is a nice book, no doubt about that. However I do not understand that the previous reviewer, being "a lay-person with respect to astronomy", had "no trouble understanding" the subject of sunquakes. I have had a university-education (medicine) and read a great many books on astronomy. However, I did have difficulty understanding the theory behind sunquakes. For instance some diagrams, that were doubtlessly used to enlighten the reader, I simply could not understand.

Probably, if you study or studied astronomy, physics, geology or mathematics, this could be a fine book for you. I guess the writer did his level best to explain an essentially difficult subject. But for the layman it may be a bit too much.......

Detective Story of the Sun.......2004-01-12

"Sunquakes" is a very well-written and interesting book, that I, as a lay-person with respect to astronomy, had no trouble understanding. I hadn't realized just how much information can be extracted essentially from vibrations that bounce around in different materials. I was glad, however, that I had read the previous book, "Journey from the Center of the Sun", so that I was up on the different layers in the Sun. However, even more interesting than the actual science, was the detective story as one scientist would see some strange anomaly and not be sure whether it was just a fluke or really a clue to a completely new phenomenon. In particular, the dance between observers and theorists showed how real science is done: one person would see something but not understand what caused it. Then a theorist would create models and postulate some explanation. Observers would then try to invent ways to prove or disprove these explanations. In fact, I hope there is a sequel or update over time: some loose ends to this detective story are still dangling.

Sol searching.(Astrophysics)(Book Review): An article from: American Scientist

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Sol searching.(Astrophysics)(Book Review): An article from: American Scientist

Manufacturer: Sigma Xi, The Scientific Research Society
ProductGroup: Book
Binding: Digital

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Deconvolution of Absorption Spectra: Deconvolution of Infrared and Other Types of Spectra

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Deconvolution of Absorption Spectra: Deconvolution of Infrared and Other Types of Spectra
W. E. Blass
Manufacturer: Academic Pr
ProductGroup: Book
Binding: Hardcover

General | Physics | Science | Subjects | Books

Optics | Physics | Science | Subjects | Books

Determination of low concentrations of methane in coal-mine-air samples by infrared absorption spectrometry (Report of investigations / U.S. Dept. of the Interior, Bureau of Mines)

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Determination of low concentrations of methane in coal-mine-air samples by infrared absorption spectrometry (Report of investigations / U.S. Dept. of the Interior, Bureau of Mines)
P. J Colbassani
Manufacturer: U.S. Dept. of the Interior, Bureau of Mines
ProductGroup: Book
Binding: Unknown Binding

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Infrared Absorption Spectroscopy
Koji Nakanishi
Manufacturer: Holden Day
ProductGroup: Book
Binding: Paperback

Analytic | Chemistry | Science | Subjects | Books

ASIN: 0816262519

Infrared Absorption Spectroscopy Practical

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Infrared Absorption Spectroscopy Practical
K. Nakanishi
Manufacturer: Holden-Day/Nakodo
ProductGroup: Book
Binding: Hardcover
ASIN: B000FSN94G

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INFRARED ABSORPTION SPECTROSCOPY, Practical
Koji Nakanishki
Manufacturer: Holden-Day, Inc., & Nankodo Co., Ltd.
ProductGroup: Book
Binding: Hardcover
ASIN: B000VBG67Y

Infrared Characterization for Microelectronics

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Infrared Characterization for Microelectronics
W. S. Lau
Manufacturer: World Scientific Publishing Company
ProductGroup: Book
Binding: Hardcover

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All Titles | Qualifying Textbooks - Fall 2007 | Stores | Books
ASIN: 9810223528

Tables of Intensities for the Calibration of Infrared Spectroscopic Measurements in the Liquid Phase (Iupac Chemical Data Series ; No. 40)

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Tables of Intensities for the Calibration of Infrared Spectroscopic Measurements in the Liquid Phase (Iupac Chemical Data Series ; No. 40)
John E. Bertie , C. Dale Keefe , and R. N. Jones
Manufacturer: Blackwell Science
ProductGroup: Book
Binding: Hardcover

Analytic | Chemistry | Science | Subjects | Books

Scientific Instruments | Experiments, Instruments & Measurement | Science | Subjects | Books

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Tables of Wavenumbers for the Calibration of Infrared Spectrometers (Iupac Publication)

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Tables of Wavenumbers for the Calibration of Infrared Spectrometers (Iupac Publication)
A. R. H. Cole
Manufacturer: Pergamon Pr
ProductGroup: Book
Binding: Hardcover

General | Physics | Science | Subjects | Books

Book Description

Thermodynamics is used increasingly in ecology to understand the system properties of ecosystems because it is a basic science that describes energy transformation from a holistic view. In the last decade, many contributions to ecosystem theory based on thermodynamics have been published, therefore an important step toward integrating these theories and encouraging a more wide spread use of them is to present them in one volume. An ecosystem consists of interdependent living organisms that are also interdependent with their environment, all of which are involved in a constant transfer of energy and mass within a general state of equilibrium or dis-equilibrium. Thermodynamics can quantify exactly how "organized" or "disorganized" a system is - an extremely useful to know when trying to understand how a dynamic ecosystem is behaving. A part of the Environmental and Ecological (Math) Modeling series, Thermodynamics and Ecology is a book-length study - the first of its kind - of the current thinking on how an ecosystem can be explained and predicted in terms of its thermodynamical behavior. After the introductory chapters on the fundamentals of thermodynamics, the book explains how thermodynamic theory can be specifically applied to the "measurement" of an ecosystem, including the assessment of its state of entropy and enthalpy. Additionally, it will show economists how to put these theories to use when trying to quantify the movement of goods and services through another type of complex living system - a human society.

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Hickston used to be just another sleepy village in the heart of the Great American Plains. That was before dozens of miraculous images of Jesus Christ were discovered in the most unlikely of places…a young teen's soiled maxi pads. Now a throng of revival-seeking zealots has overrun the town, seeking to apotheosize Miriam Baxter, the reluctant prophetess whose unwilling vagina brought forth the phenomenal feminine napkins of God. Unfortunately for poor Miriam, the only woman who may be able to restore order to the universe is a sexually repressed neurotic who worships a cosmic, apocalyptic gopher named Tsemsar.

In Eliot Stafford's new book, readers are invited to take an irreverent look at the confusing world of radical American Christianity through the eyes of eccentric heroine Martha James—a thirty-something millionaire with high anxiety and an unhealthy fixation on Muppets. Her quixotic adventures, as chronicled by retired OBGYN/amateur psychiatrist/fledgling novelist Daniel Morrison, will surely entertain, enlighten, inspire, and/or offend and enrage.

Audacious and absurd; hilarious, yet heart-warming; inspiring, but mostly idiotic—The Great American Novel is a must read for all believers, wishers, and fairy-tale readers…and people who think that certain Christians should be studied in a lab.

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Dr. Daniel Morrison, recently retired OBGYN, is trying to write a book. That was before the cosmological forces of the universe conspired against him. Dr. Morrison's troubles first begin when he is misidentified as a Freudian psychiatrist by Martha James--a millionaire who suffers from high anxiety fueled by a self-diagnosed Electra-complex and a fetish for muppets. Distractions are soon compounded with the arrival of Alice Baxter, an old acquaintance from Dr. Morrison's hometown of Hickston, Kansas. Alice has come to request that the doctor examine her daughter, Miriam, who has been "gifted by God" with the miraculous ability to menstruate divine images of Christ on her maxi pads. Following the exam, Dr. Morrsion travels back to Hickston with Miriam to support and protect her against a throng of revival-seeking Christians who have descended upon the town from every corner of the country. The revelers include the Reverend Jebediah Calloway, an empire-building mega-minister who freely plagiarizes the work of Niccolo Machiavelli and boasts a loyal horde of vigilant and ravenous door-greeters. What is causing Miriam to bleed these mysterious menstruations? Why does Martha fantasize about Big Bird? Will Daniel ever finish his book? Oh, the suspense!

Customer Reviews:

Fantastic Book--What will Stafford think of next??.......2005-04-29

Well, if they let me, I'd give it 4.5 stars. Normally, I only read books that would be dubbed 'classics' by masters such as Hemingway, Steinbeck, Dostoevsky, etc. As a result, I have EXTREMELY high standards when it comes to books and what constitutes good writing. This book absolutely DID NOT disappoint me. This book contains side-splitting humor, but there is so much more to it than that. Don't let the publisher's description scare you away-this book is brimming with insight, intelligence, and sensitivity as well as humor. It's compelling, extremely well written, and at times contains a type of sharp, biting satire that caused my eyes to be glued to the pages and left me pondering its meaning long after I set the book down. I enjoyed it immensely, and I can't wait to see what this author comes up with next!!

Wow! That was better than I thought!.......2005-04-14

When I first read the cover I was a bit, no, a lot disgusted by the idea of a book solely about a girl that bleeds pictures of semi-religious importance. It also intrigued me, I thought--you've got to be kidding me, right? This book can't be just about that kind of nonsense. I was right. This book is SO much more. It is about growing old and learning how to deal with life's challenges. It is a parody of modern Christianity in the U.S. It is a hilarious comedy! The characters are memorable--and you (like I did) may find yourself quoting many of the profound maxims that are left as little parting gifts to the reader. I really cannot say enough about this book-If you liked "A Heartbreaking Work of Staggering Genius," you will love this book. This novel touches something that is truly human in all of us-it is a must read. I was amazed by the author's ability to weave a story. Well done.

The book is excellent.......2005-04-10

I loved reading the Great American Novel or Random Start by Eliot Stafford. I was initially inquisitive about the cover art, as it seemed a bit strange, but soon found out it's meaning while reading the book. I feel that the characters are colorful, and the book presents highly vivid imagery of a somewhat demented nature. I was highly amused and could not put the book down I was drawn in completely after reading the third chapter. After reading it once I had to read it again, and again. The characters still make me crack up. Being from Kansas I find that I can relate well to the authors descriptions. I found this book is unlike anything else that I have read with multiple plot turns and surprises. Each one would either make me chuckle or bust out into hysterical laughter. I would definitely recommend this book.

Reader beware ... in a good way!.......2005-03-26

Offensive, crude, and intentionally inflammatory--I loved it! Stafford's novel wastes no time in revealing itself as a shameless parody denouncing everything typical Americans take so damned seriously.

Populated by an over-active cast of eccentric, somewhat demented characters, this novel thumbs its nose at life, death, and carnival Christianity. Concentrated around heavy concepts such as spirituality, death, and personal fulfillment, this book could've easily taken a depressive turn at every corner. Instead, it breezes through its main character's moody contemplations of the meaning of life and manages to leave the reader with a bizarre "don't worry, be happy" message. Unless, that is, the reader becomes down-hearted at the money-mongering mega-minister, the shining pair of Christians who fail to satisfactorily answer Heaven/Hell questions, or the 93-year-old woman who croaks an hour after being miraculously healed of a brain tumor.

Personally, I appreciated every piece of black irony this story had to offer!

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