Customer Relationship Management: Electronic Customer Care in the New Economy
by Andreas Muther
Sales Rank: 2782248
$13.77 At Amazon
Hardcover: 151 pages
Publisher: Springer; 1 edition November 9, 2001
Language: English
ISBN-10: 3540413774
ISBN-13: 978-3540413776
Product Dimensions:
11.6 x 5.4 x 0.5 inches
Shipping Weight: 12.3 ounces
Product Description
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.
