CRM -  Jeffrey Peel

CRM (eBook)

Redefining Customer Relationship Management

(Autor)

eBook Download: PDF
2002 | 1. Auflage
217 Seiten
Elsevier Science (Verlag)
978-0-08-050344-8 (ISBN)
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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.·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

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).
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.*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

Front Cover 1
Linux and the Unix Philosophy 4
Copyright Page 5
Contents 8
Foreword 12
Acknowledgments 18
Preface 20
Who will benefit from this book 22
Chapter overviews 23
Introduction to The Unix Philosophy 26
Chapter 1. The Unix Philosophy: A Cast of Thousands 30
1.1 The Not invented here syndrome 32
1.2 Developing Unix 33
1.3 Linux: A cast of one plus one million 34
1.4 The Unix philosophy in a nutshell 36
Chapter 2. One Small Step for Humankind 42
2.1 Tenet 1: Small is beautiful 44
2.2 Software engineering made easy 46
2.3 Looking at a bug 51
2.4 Tenet 2: Make each program do one thing well 52
Chapter 3. Rapid Prototyping for Fun and Profit 56
3.1 Knowledge and the learning curve 58
3.2 Tenet 3: Build a prototype as soon as possible 62
3.3 The Three Systems of Man 63
3.4 The First System of man 64
3.5 The Second System of man 68
3.6 The Third System of man 71
3.7 Linux is both a Third System and a Second System 73
3.8 Building the Third System 74
Chapter 4. The Portability Priority 78
4.1 Tenet 4: Choose portability over efficiency 81
4.2 Tenet 5: Store data in flat text files 89
Chapter 5. Now That’s Leverage! 98
5.1 Tenet 6: Use software leverage to your advantage 101
5.2 Tenet 7: Use shell scripts to increase leverage and portability 109
Chapter 6. The Perils of Interactive Programs 118
6.1 Tenet 8: Avoid captive user interfaces 122
6.2 Tenet 9: Make every program a filter 131
6.3 The Linux environment: Using programs as filters 133
Chapter 7. More Unix Philosophy: Ten Lesser Tenets 136
7.1 Allow the user to tailor the environment 138
7.2 Make operating system kernels small and lightweight 140
7.3 Use lowercase and keep it short 141
7.4 Save trees 143
7.5 Silence is golden 144
7.6 Think parallel 146
7.7 The sum of the parts is greater than the whole 148
7.8 Look for the 90-percent solution 150
7.9 Worse is better 151
7.10 Think hierarchically 153
Chapter 8. Making Unix Do One Thing Well 156
8.1 The Unix philosophy: Putting it all together 162
Chapter 9. Unix and Other Operating System Philosophies 166
9.1 The Atari Home Computer: Human engineering as art 169
9.2 MS-DOS: Over seventy million users can’t be wrong 172
9.3 VMS: The antithesis of UNIX? 174
Chapter 10. Through the Glass Darkly: Linux vs. Windows 180
10.1 It’s the content, stupid! 185
Chapter 11. A Cathedral? How Bizarre! 204
Chapter 12. Brave New (Unix) World 218
Java 223
Object-Oriented Programming 225
Extreme Programming 226
Refactoring 227
The Apache Jakarta Project 228
The Internet 230
Wireless Communications 231
Web Services 232
Artificial Intelligence 234
About the Author 238
Index 240

Erscheint lt. Verlag 3.7.2002
Sprache englisch
Themenwelt Informatik Office Programme Outlook
Wirtschaft Betriebswirtschaft / Management Marketing / Vertrieb
ISBN-10 0-08-050344-6 / 0080503446
ISBN-13 978-0-08-050344-8 / 9780080503448
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