Customer Relationship Management (PDF)

Name: Customer Relationship Management
Brand: Springer Berlin Heidelberg
SKU: 103907223
Price: 82.38 EUR
Availability: OnlineOnly

Electronic Customer Care in the New Economy (Sprache: Englisch)

Autor: Andreas Muther

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Customer Relationship Management, Andreas Muther

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Under the term Customer Relationship Management (CRM) companies such as Siebel Systems offer solutions geared at optimising customer processes. These companies claim high customer satisfaction and reduced costs. Traditional software giants like SAP and Oracle have also begun to provide software solutions in the areas of marketing, sales and service. For many enterprises, the re-organisation of so-called front-office-processes is new ground. But what must a company consider when it initiates a CRM project? It is important to start with the customer needs before moving on to customer relationships as a whole. This book describes customer relationships using the concept of Customer Buying Cycle and thus creates a neutral orientation framework for CRM projects.