CRM: Redefining Customer Relationship Management
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Table of contents
- Cover
- Contentsvii
- Forewordxi
- Acknowledgmentsxvii
- Prefacexix
- Who will benefit from this bookxxi
- Chapter overviewsxxii
- Introduction to The Unix Philosophyxxv
- Chapter 1. The Unix Philosophy: A Cast of Thousands1
- 1.1 The Not invented here syndrome3
- 1.2 Developing Unix4
- 1.3 Linux: A cast of one plus one million5
- 1.4 The Unix philosophy in a nutshell7
- Chapter 2. One Small Step for Humankind13
- 2.1 Tenet 1: Small is beautiful15
- 2.2 Software engineering made easy17
- 2.3 Looking at a bug22
- 2.4 Tenet 2: Make each program do one thing well23
- Chapter 3. Rapid Prototyping for Fun and Profit27
- 3.1 Knowledge and the learning curve29
- 3.2 Tenet 3: Build a prototype as soon as possible33
- 3.3 The Three Systems of Man34
- 3.4 The First System of man35
- 3.5 The Second System of man39
- 3.6 The Third System of man42
- 3.7 Linux is both a Third System and a Second System44
- 3.8 Building the Third System45
- Chapter 4. The Portability Priority49
- 4.1 Tenet 4: Choose portability over efficiency52
- 4.2 Tenet 5: Store data in flat text files60
- Chapter 5. Now That’s Leverage!69
- 5.1 Tenet 6: Use software leverage to your advantage72
- 5.2 Tenet 7: Use shell scripts to increase leverage and portability80
- Chapter 6. The Perils of Interactive Programs89
- 6.1 Tenet 8: Avoid captive user interfaces93
- 6.2 Tenet 9: Make every program a filter102
- 6.3 The Linux environment: Using programs as filters104
- Chapter 7. More Unix Philosophy: Ten Lesser Tenets107
- 7.1 Allow the user to tailor the environment109
- 7.2 Make operating system kernels small and lightweight111
- 7.3 Use lowercase and keep it short112
- 7.4 Save trees114
- 7.5 Silence is golden115
- 7.6 Think parallel117
- 7.7 The sum of the parts is greater than the whole119
- 7.8 Look for the 90-percent solution121
- 7.9 Worse is better122
- 7.10 Think hierarchically124
- Chapter 8. Making Unix Do One Thing Well127
- 8.1 The Unix philosophy: Putting it all together133
- Chapter 9. Unix and Other Operating System Philosophies137
- 9.1 The Atari Home Computer: Human engineering as art140
- 9.2 MS-DOS: Over seventy million users can’t be wrong143
- 9.3 VMS: The antithesis of UNIX?145
- Chapter 10. Through the Glass Darkly: Linux vs. Windows151
- 10.1 It’s the content, stupid!156
- Chapter 11. A Cathedral? How Bizarre!175
- Chapter 12. Brave New (Unix) World189
- Java194
- Object-Oriented Programming196
- Extreme Programming197
- Refactoring198
- The Apache Jakarta Project199
- The Internet201
- Wireless Communications202
- Web Services203
- Artificial Intelligence205
- About the Author209
- Index211
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
· 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