Description
Book SynopsisThe concept of customer relationship management (CRM) has grown from the loosely defined methodology of using customer transactions for developing profiles on customers to the well-defined business process of using sophisticated tools and analytical processes for managing each customer on an individual basis. CRM integrates e-mail and the PDA with the day planner, electronic scheduler, client database, and a number of other business management tools so you can create a single point from which to manage customer relationships.
The Customer Relationship Management Systems Handbook provides a complete and detailed analysis of CRM, its origins, rationale, implementation strategies, core technologies, and benefits. The author takes readers through the evolution of CRM- from its early beginning as a tool for better managing and utilizing vast amounts of customer transaction data acquired in day-to-day transactions to today's sophisticated data warehouse-based systems. The text was
Table of Contents
1 The Customer Today
2 The Evolution of Customer Relations to CRM
3 The Technology of CRM
4 Case Studies in CRM
5 Privacy in CRM
6 Benefits of CRM
Appendix A Glossary of CRM and Data Warehouse Terminology
Appendix B References and Bibliography
