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Newell, Frederick : Forward by Rogers, Martha : Loyalty.com

New York: McGraw-Hill, 2000

First edition, first printing, near fine condition, in a near fine unclipped ($ 29.95) dust-jacket, publisher's original black clothboards with silver- gilt blocking to spine,325 pages including index,----------------"Outlines what technology shifts mean for marketers in every field and how businesses can create and implement the best and most effective CRM strategies. Hands-on explanations of sophisticated customer analysis and relationship-building techniques that exploit up-to-the-minute technological advances, shows how to give customers what they want to buy as opposed to what you want to sell - and whow to win customer share as opposed to market share. Strategies to build rock-solid customer loyalty in the age of E-commerce. Online retailers like Amazon and e-Bay are changing the face of shopping--much as malls did in the 1970s--and companies must master new rules to keep customers coming back. Loyalty.com shows companies how to shift their focus from impersonal database marketing to true customer relationship management (CRM), blending CRM and Web strategies to outline a program for lasting customer relationships. Case studies and real-world examples show CRM in action and provide E-commerce marketing strategies for both business-to-customer and business-to-business success. Packed with analysis tools and measurement techniques for holding customers in an increasingly fragmented marketplace, Loyalty.com covers--then goes beyond--Internet and e-mail to reveal comprehensive programs for keeping customers well into the 21st century,"

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