Customer Relationship Management or Together at the Table

Customer Relationship Management: The Bottom Line to Optimizing Your ROI

Author: Jon Anton

Cutting-edge in perspective, this book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It emphasizes 1) that it is the cost of training both customer service personnel and customers which makes or breaks a new technology implementation, and 2) that the path for success is obtaining and using data measures from customer contact centers to create cost/benefit and return on investment calculations. Throughout, readers see through measurable data-containing examples how the theory is applied with great success by various real-life companies. Thinking Outside the CRM Box. Start with the People. The Secret to Risk Management of CRM: People. The CRM Successful People Process™ (CRM SPP™): The Key to Opening Up Employees to Change. Teams and Their Impact on CRM Implementations. Why Should You Measure Customer Service? Customer Lifetime Value Calculations. Benchmarking Your CRM Center. Measuring People Who Provide Service. The ROI of Training that Impacts the Bottom Line. Using Technology the Smart Way: ROI of Improved Customer Service by an Airline. Measuring Process: Promises, Promises—Service Level Let Downs vs. SP3M™. Technology that Optimizes CRM. For a variety of executives, managers, and consultants in companies with customer service departments.

Table of Contents:

Sect. 1	Operational CRM - Accessibility	1
1	Thinking Outside the CRM Box	3
2	Start with the People	31
3	The Secret to Risk Management of CRM: People	37
4	The CRM Successful People Process (CRMSPP): The Key to Opening Up Employees to Change	64
5	Teams and Their Impact on CRM Implementations	109
Sect. 2	Analytical CRM - Measuring People, Process, and Technology	125
6	Why Should You Measure Customer Service?	127
7	Customer Lifetime Value Calculations	135
8	Benchmarking Your CRM Center	141
9	Measuring People Who Provide Service	152
10	ROI of Training That Impacts the Bottom Line	177
11	Using Technology the Smart Way: ROI of Improved Customer Service by an Airline	189
12	Measuring Process: Promises, Promises - Service Level Letdowns versus SP3M	195
13	Technology That Optimizes CRM	219

Interesting textbook: New Food Fast or Bacchus and Me

Together at the Table: Sustainability and Sustenance in the American Agrifood System

Author: Patricia Allen

Everywhere you look people are more aware of what they eat and where their food comes from. In a cafeteria in Los Angeles, children make their lunchtime food choices at fresh-fruit and salad bars stocked with local foods. In a community garden in New York, low-income residents are producing organically grown fruits and vegetables for their own use and to sell at market. In Madison, Wisconsin, shoppers select their food from a bounty of choices at a vibrant farmers' market. Together at the Table is about people throughout the United States who are building successful alternatives to the contemporary agrifood system and their prospects for the future. At the heart of these efforts are the movements for sustainable agriculture and community food security. Both movements seek to reconstruct the agrifood system-the food production chain, from the growing of crops to food production and distribution-to become more ecologically sound, economically viable, and socially just. Allen describes the ways in which people working in these movements view the world and how they see their place in challenging and reshaping the agrifood system. She also shows how ideas and practices of sustainable agriculture and community food security have already woven their way into the dominant agrifood institutions. Allen explores the possibilities this process may hold for improving social and environmental justice in the American agrifood system. Together at the Table is an important reminder that much work still remains to be done. Now that the ideas and priorities of alternative food movements have taken hold, it is time for the next-even more challenging-step. Alternative agrifood movements must acknowledge and address the deeper structural and cultural patterns that constrain the long-term resolution of social and environmental problems in the agrifood system.