Customer relationship management systems handbook /

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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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Sharp, Duane E.
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Boca Raton : Auerbach Publications/CRC Press, ©2003.
Temas:
Customer relations > Management.
Customer relations > Management > Data processing.
Customer relations.
Relations avec la clientèle.
BUSINESS & ECONOMICS > Customer Relations.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • The Customer Today
  • Who Is the Customer?
  • A Shifting Paradigm
  • A New Look for Marketing
  • Customer Feedback
  • Managing Relationships: The CRM Solution
  • The Stages of a CRM Strategy
  • The Evolution of Customer Relations to CRM
  • Planning
  • Strategies for Managing Customer Information
  • The CRM Planning Phase
  • CRM Strategy: From Planning to Development
  • A Twelve-Stage CRM Strategy
  • Applying the CRM Strategy
  • CRM Issues, Tactics, and Methodologies
  • Two-Way Dialog: Customer Input to CRM
  • Testing and Evaluating CRM Solutions
  • Managing the CRM Program
  • CRM Analytics in Data Mining
  • CRM: Summing Up the Business Value
  • The Technology of CRM
  • An Overview of the Data Warehouse
  • Design and Construction of a Data Warehouse
  • Data Marts in the Real World
  • Avoiding the Pitfalls of Data Warehousing
  • The Data Warehouse Development Process
  • The Operational Data Warehouse
  • Data Warehousing Computer Platforms
  • Data Warehousing and CRM: Managing the Project
  • Data Warehouse Development: One Vendor's Methodology
  • Elements of Database Technology
  • The Business Tools: Analytical CRM
  • Data Warehouse Support and Enhancement
  • Data Warehousing Architectures: Options
  • Implementing the Enterprise Data Warehouse
  • Decision Support Systems and Data Warehousing
  • Database Management Systems
  • From Data Warehousing to Data Mining
  • Data Consistency and Quality
  • Managerial and Organizational Impacts of Data Warehousing
  • Vendors with CRM Technology
  • Case Studies in CRM
  • Automotive.

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