Customer Relationship Management: Electronic Customer Care in the New Economy

Andreas Muther

Informasi Dasar

19.21.346
658.812
Buku - Elektronik (E-Book)

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.

Subjek

CUSTOMER RELATIONS
 

Katalog

Customer Relationship Management: Electronic Customer Care in the New Economy
978-3-642-56222-8
144p.: pdf file.; 7.27 MB
Inggris

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Pengarang

Andreas Muther
Perorangan
 
 

Penerbit

Springer
New York
2001

Koleksi

Kompetensi

  • SM642014 - MANAJEMEN HUBUNGAN PELANGGAN DALAM TELEKOMUNIKASI
  • BM64F4 - MANAJEMEN HUBUNGAN PELANGGAN DAN KETERLIBATAN DALAM JEJARING SOSIAL

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