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Customer Relationship Management: Electronic Customer Care in the New Economy by Andreas Muther (Hardcover, 2001)

About this product

About this product

Product Information

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.

Product Identifiers

Publisher
Springer-Verlag Berlin and Heidelberg Gmbh & Co. Kg
ISBN-13
9783540413776
eBay Product ID (ePID)
95102111

Product Key Features

Author
Andreas Muther
Publication Name
Customer Relationship Management: Electronic Customer Care in the New Economy
Format
Hardcover
Language
English
Subject
Computer Science, Marketing, Business
Publication Year
2001
Type
Textbook
Number of Pages
150 Pages

Dimensions

Item Height
235mm
Item Width
159mm
Item Weight
363g

Additional Product Features

Title_Author
Andreas Muther
Country/Region of Manufacture
Germany

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