Customer relationship management : a strategic imperative in the world of e-business

著者

• Brown, Stanley A.

書誌事項

Customer relationship management : a strategic imperative in the world of e-business

editor and contributer, Stanley A. Brown

J. Wiley, c2000

注記

Includes bibliographical references

内容説明・目次

内容説明

In order to compete effectively in the marketplace, organizations must be customer-focused, not product focused. Customer relationship management (CRM) is the way to integrate this approach throughout an organization. This book covers all aspects of CRM, including developing a market-oriented strategy, innovating in products and services, sales and channels transformation, customer relationship marketing, and customer care. It shows how CRM links with people, process, and technology to optimise an enterprise's revenue and profits and provide maximum customer satisfaction.

目次

• FIRST PRINCIPLES IN CRM: OVERVIEW
• Putting CRM to Work: The Rise of the Relationship
• The Need for a Market-Intelligent Enterprise (MIE) Sm
• A Case Study on CRM and Mass Customization: Capital One
• STEP ONE: BUILDING AND IMPLEMENTING THE CUSTOMER STRATEGY: OVERVIEW
• Creating Loyalty: Its Strategic Importance in Your Customer Strategy
• From Customer Loyalty to Customer Dependency: A Case for Strategic Customer Care
• Customer Acquisition and CRM: A Financial Services Perspective
• STEP TWO: THE NEED FOR EFFECTIVE CHANNEL AND PRODUCT STRATEGIES: OVERVIEW
• Customer Relationship Management through New Product Development
• Channel Management and Customer Relationship Management
• Embracing the e-Channel
• e-Channel Management: Electronic-Customer Relationship Management
• The Customer-Centric Organization in the Automotive Industry Focus for the 21st Century
• STEP THREE: THE INFRASTRUCTURE STRATEGY: OVERVIEW
• The Tools for CRM: The Three Ws of Technology
• Using the Tools: Database Marketing, Data Warehousing and Data Mining
• CRM in the Telecommunication Industry: A Case Study of Swisscom
• ENABLING THE CRM STRATEGY: OVERVIEW
• Implementing CRM: 20 Steps to Success
• Using Catalytic Measures to Improve CRM
• Best Practices in Outsourcing CRM and Lessons Learned
• Learning and Knowledge Management Programs in the Age of CRM
• Implementing CRM: The Need for Performance Alignment
• Conclusion
• Appendix.

「Nielsen BookData」 より

詳細情報

• NII書誌ID(NCID): BA47535628
• ISBN:
  • 0471644099
• 出版国コード: cn
• タイトル言語コード: eng
• 本文言語コード: eng
• 出版地: Toronto
• ページ数/冊数: xxviii, 345 p.
• 大きさ: 24 cm
• 分類:
  • LCC : HF5415.5
• 件名:
  • LCSH : Customer relations -- Management
  • LCSH : Electronic commerce