Customer Relationship Management: New Ways of Keeping the Customer Satisfied

Customer Relationship Management (CRM) - the business processes an organization performs to identify, select, acquire, develop, retain, and better serve customers - encompasses the organization's end-to-end engagement with its customers and prospects over the lifetime of its relationship with them. This report brings together a research of recent CRM literature, and survey results, case studies, and interviews from The Conference Board's fall 2000 CRM study, to examine planning and implementation practices and pinpoint keys to CRM success among B2C and B2B practitioners across a range of industries.

Topics covered:

• Introducing CRM
• Planning CRM
• Implementing CRM
• CRM and Customer Privacy
• Measuring CRM
• Successful CRM
• Lessons Learned

Special features:

• executive summary
• case study of CRM in B2B: Procter & Gamble
• case study of CRM in B2C: Allstate
• profile of survey respondents