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The Complete Customer Relationship Management (CRM) Handbook, Paperback / softback Book

The Complete Customer Relationship Management (CRM) Handbook Paperback / softback


Customer Relationship Management is as important for the voluntary sector as it is for the commercial world.

In the voluntary sector the customer is not just the funder or the beneficiary but everyone the organisation comes in contact with and so CRM is crucial to everyone in the organisation. This book will help you to understand what traditional CRM is, the principles underlying it and how it differs when applied to the third sector.

You will learn about CRM strategies, different ways of looking at CRM, what a complete CRM solution should contain and answer such questions as; "Who is the customer?" , "Is there such a thing as a CRM system?" and "Isn't it just an IT thing?" Understanding what CRM really is and how to apply it properly will help you make more money for your organisation and be more effective in achieving your organisation's mission.

Who is this book for? It is aimed at for charities, membership organisations, arts and culture organisations and educational organisations.

Key personnel who will benefit from it will include fundraising professionals, IT managers, membership and customer services departments, those with management responsibility including CEOs. Selling Points This is the first book on CRM for the voluntary sector Dr Peter Flory is the leading expert on CRM and fundraising databases for the voluntary sector.

He has been a consultant for 23 years, is a Phd in Information Systems and is a research fellow at Brunel University. Peter Flory is also author of several books on fundraising databases




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