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Customer relationship management systems handbook /
The 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 individ...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Boca Raton :
Auerbach Publications/CRC Press,
©2003.
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a Sharp, Duane E. | |
| 245 | 1 | 0 | |a Customer relationship management systems handbook / |c Duane E. Sharp. |
| 260 | |a Boca Raton : |b Auerbach Publications/CRC Press, |c ©2003. | ||
| 300 | |a 1 online resource (xxi, 242 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
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| 500 | |a Title from title screen. | ||
| 504 | |a Includes bibliographical references and index. | ||
| 500 | |a Title from website (viewed January 11, 2006). | ||
| 505 | 0 | 0 | |t The Customer Today -- |t Who Is the Customer? -- |t A Shifting Paradigm -- |t A New Look for Marketing -- |t Customer Feedback -- |t Managing Relationships: The CRM Solution -- |t The Stages of a CRM Strategy -- |t The Evolution of Customer Relations to CRM -- |t Planning -- |t Strategies for Managing Customer Information -- |t The CRM Planning Phase -- |t CRM Strategy: From Planning to Development -- |t A Twelve-Stage CRM Strategy -- |t Applying the CRM Strategy -- |t CRM Issues, Tactics, and Methodologies -- |t Two-Way Dialog: Customer Input to CRM -- |t Testing and Evaluating CRM Solutions -- |t Managing the CRM Program -- |t CRM Analytics in Data Mining -- |t CRM: Summing Up the Business Value -- |t The Technology of CRM -- |t An Overview of the Data Warehouse -- |t Design and Construction of a Data Warehouse -- |t Data Marts in the Real World -- |t Avoiding the Pitfalls of Data Warehousing -- |t The Data Warehouse Development Process -- |t The Operational Data Warehouse -- |t Data Warehousing Computer Platforms -- |t Data Warehousing and CRM: Managing the Project -- |t Data Warehouse Development: One Vendor's Methodology -- |t Elements of Database Technology -- |t The Business Tools: Analytical CRM -- |t Data Warehouse Support and Enhancement -- |t Data Warehousing Architectures: Options -- |t Implementing the Enterprise Data Warehouse -- |t Decision Support Systems and Data Warehousing -- |t Database Management Systems -- |t From Data Warehousing to Data Mining -- |t Data Consistency and Quality -- |t Managerial and Organizational Impacts of Data Warehousing -- |t Vendors with CRM Technology -- |t Case Studies in CRM -- |t Automotive. |
| 520 | |a The 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 researched, formatted, and written for IS professionals who need a full understanding of what is involved in the successful development and implementation of a CRM. To highlight the significant benefits of implementing CRM strategies, the book provides examples of successful CRM implementations from a broad range of business sectors. These implementations, presented in a case study format, demonstrate implementation processes, appropriate technologies, and vendor solutions that work. Wherever possible, illustrations are used to enhance the textual presentation. The complete analysis of CRM provided in the Customer Relationship Management Systems Handbook will enable you to accomplish what many businesses fail to do-put the customer first. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer relations |x Management. | |
| 650 | 0 | |a Customer relations |x Management |x Data processing. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 6 | |a Relations avec la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
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| 650 | 7 | |a Customer relations |x Management. |2 fast |0 (OCoLC)fst00885539 | |
| 650 | 7 | |a Customer relations |x Management |x Data processing. |2 fast |0 (OCoLC)fst00885540 | |
| 776 | 0 | 8 | |i Print version: |a Sharp, Duane E. |t Customer relationship management systems handbook. |d Boca Raton : Auerbach Publications, ©2003 |z 0849311438 |w (DLC) 2002018592 |w (OCoLC)49394641 |
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