Features
- Cover Type: Hard Cover with 151 pages
- Published by: Springer
- Edition: 1st Edition November 9, 2001
- Written in: English
- ISBN 10 Number: 3540413774
- ISBN 13 Number: 978-3540413776
-
Book Dimensions:
11.6 x 5.4 x 0.5 inches
- Weighs: 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 requirements 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.
Book Info
Describes customer relationships using the concept of Customer Buying Cycle, thereby creating a neutral orientation framework for CRM projects.
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