Customer Relationship Management: Electronic Customer Care in the New Economy
Author:   Andreas Muther
Publisher:   Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
ISBN:  

9783540413776


Pages:   150
Publication Date:   July 2001
Format:   Hardback
Availability:   Out of stock   Availability explained
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Customer Relationship Management: Electronic Customer Care in the New Economy


Overview

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.

Full Product Details

Author:   Andreas Muther
Publisher:   Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Imprint:   Springer-Verlag Berlin and Heidelberg GmbH & Co. K
Dimensions:   Width: 15.90cm , Height: 1.30cm , Length: 23.50cm
Weight:   0.363kg
ISBN:  

9783540413776


ISBN 10:   3540413774
Pages:   150
Publication Date:   July 2001
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   Out of stock   Availability explained
The supplier is temporarily out of stock of this item. It will be ordered for you on backorder and shipped when it becomes available.

Table of Contents

Introduction; ECC Fundamentals; ECC Information Technologies; Trends in the Supplier-Customer Relationship; Criteria for Successful ECC Solutions; Summary and Overview CRM Market; Appendix I: The ECC Database; Appendix II: The ECC Interviews.

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