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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Est. Packaging Dimensions: Length: 11.62" Width: 5.38" Height: 0.53" Weight: 0.77 lbs.
Release Date Nov 9, 2001
ISBN 3540413774 ISBN13 9783540413776
Availability 0 units. This item is restricted to one per order.
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 Some case studies used in the book are sort of outdated, but still, the book offered a good amount of value to me.