Customer Relationship Management - Electronic Customer Care in the New Economy (Hardcover)

Under the term Customer Relationship Management (CRM), companies such as SAP, Siebel Systems or E.piphany offer software solutions to optimize customer-facing processes. Business units responsible for the implementation of CRM software are in many cases relatively inexperienced in the reorganization of these processes. It is important for them to consider the needs of their customers as a whole. This book describes the customer relatioship using the concept of the Customer Buying Cycle, thereby creating a neutral orientation framework for CRM projects. For each phase of the Customer Buying Cycle it shows how Information Technologies can be used to generate benefits either for the customer or for the company that implements the CRM tools. This book includes many case studies exemplifying how CRM is realized in the practical business world.

General

Imprint:	Springer-Verlag
Country of origin:	Germany
Release date:	June 2001
First published:	November 2001
Authors:	Andreas Muther
Dimensions:	235 x 159 x 13mm (L x W x T)
Format:	Hardcover
Pages:	150
ISBN-13:	978-3-540-41377-6
Categories:	Books > Business & Economics > Business & management > Business strategy Books > Business & Economics > Business & management > E-commerce Books > Computing & IT > Computer communications & networking > General Books > Computing & IT > Internet > General Books > Business & Economics > Business & management > Sales & marketing > Customer services
LSN:	3-540-41377-4
Barcode:	9783540413776

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