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Customer Relationship Management: Electronic Customer Care in the New Economy [Hardcover]

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Item description for Customer Relationship Management: Electronic Customer Care in the New Economy by Andreas Muther...

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.

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Item Specifications...

Pages   151
Est. Packaging Dimensions:   Length: 11.62" Width: 5.38" Height: 0.53"
Weight:   0.77 lbs.
Binding  Hardcover
Release Date   Nov 9, 2001
Publisher   Springer
ISBN  3540413774  
ISBN13  9783540413776  

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Product Categories

1Books > Special Features > Formats
2Books > Subjects > Business & Investing > Economics > General
3Books > Subjects > Business & Investing > General
4Books > Subjects > Business & Investing > Industries & Professions > Customer Service
5Books > Subjects > Business & Investing > Management & Leadership > Management
6Books > Subjects > Business & Investing > Small Business & Entrepreneurship > Entrepreneurship
7Books > Subjects > Computers & Internet > Digital Business & Culture > Web Marketing
8Books > Subjects > Computers & Internet > General
9Books > Subjects > Computers & Internet > Home & Office > Internet
10Books > Subjects > Computers & Internet > Networking > Networks, Protocols & API's > General

Reviews - What do customers think about Customer Relationship Management: Electronic Customer Care in the New Economy?

Great Book to Understand the Topic CRM  Jun 26, 2002
This book introduces a great framework to structure the topic CRM. The so-called 'customer buying cycle' helps to understand what CRM is about. Some case studies used in the book are sort of outdated, but still, the book offered a good amount of value to me.

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