Customer Relationship Management: Electronic Customer Care in the New Economy [Hardcover]

Andreas Muther (Author)

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Book Description

Publication Date: November 9, 2001

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.

#outer_postBodyPS { display: none; } #psGradient { display: none; } #psPlaceHolder { display: none; } #psExpand { display: none; } 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 Details

Hardcover: 151 pages
Publisher: Springer; 1 edition (November 9, 2001)
Language: English
ISBN-10: 3540413774
ISBN-13: 978-3540413776
Product Dimensions: 11.6 x 5.4 x 0.5 inches
Shipping Weight: 12.3 ounces (View shipping rates and policies)

Average Customer Review: 4.0 out of 5 stars See all reviews (1 customer review)

Amazon Best Sellers Rank: #4,467,129 in Books (See Top 100 in Books)

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4.0 out of 5 stars Great Book to Understand the Topic CRM, June 26, 2002

By A Customer

This review is from: Customer Relationship Management: Electronic Customer Care in the New Economy (Hardcover)

This book introduces a great framework to structure the topic CRM. The so-called 'customer buying cycle' helps to understand what CRM is about. Some case studies used in the book are sort of outdated, but still, the book offered a good amount of value to me.

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Inside This Book (learn more)

First Sentence:
Annotation: Parallel to this book, an Internet database is available in which you can find additional examples regarding the topic Electronic Customer Care (see Appendix I). Read the first page

Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
core marketing tasks, collaboration marketplaces, buying cycle, customer self service, status tracking

Key Phrases - Capitalized Phrases (CAPs): (learn more)
Electronic Customer Care, Customer Buying Cycle, Individual Marketing, Intelligent Agent, Learning Relationship, Firefly Network, Multimode Access, One-Stop Shop, Relationship Marketing, Trusted Third Parties, Yellow Pages

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Concordance | Text Stats

Citations (learn more)

This book cites 5 books:

The One to One Future by Don Peppers in Back Matter
Information Technology by Mark Scott in Back Matter
Enterprise One to One by Don Peppers in Back Matter
Electronic Customer Care: Die Anbieter-Kunden-Beziehung im Informationszeitalter (German Edition) by Andreas Muther on page 36
Object-Oriented Analysis and Design with Applications (2nd Edition) by Grady Booch in Back Matter

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