Customer Relationship Management Systems Handbook

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...

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Tác giả chính: Sharp, Duane
Định dạng: Sách
Ngôn ngữ:English
Được phát hành: CRC Press 2009
Truy cập trực tuyến:http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/1382
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spelling oai:scholar.dlu.edu.vn:DLU123456789-13822009-12-01T07:57:23Z Customer Relationship Management Systems Handbook Sharp, Duane 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. 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 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 Conclusion CASE STUDIES IN CRM Automotive Communications Energy Entertainment Financial Institutions Fund-Raising Healthcare Insurance Investment Packaging Recruiting and Training Retail Technology Transportation and Travel Wholesale Analyzing Case Studies for Maximum Benefit PRIVACY IN CRM Data Privacy Government Initiatives CRM: Opportunities to Address Privacy Concerns P3P Standard and Definitions Industry Support for Privacy Initiatives Protecting Personal Privacy in CRM BENEFITS OF CRM Benefits of CRM by Business Sector The General Value of CRM Determining the ROI for a CRM Solution The Ultimate Benefits of CRM Appendix A: Glossary of CRM and Data Warehouse Terminology Appendix B: References and Bibliography Index 2009-12-01T07:57:23Z 2009-12-01T07:57:23Z 2002 Book http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/1382 en application/rar CRC Press
institution Thư viện Trường Đại học Đà Lạt
collection Thư viện số
language English
description 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.
format Book
author Sharp, Duane
spellingShingle Sharp, Duane
Customer Relationship Management Systems Handbook
author_facet Sharp, Duane
author_sort Sharp, Duane
title Customer Relationship Management Systems Handbook
title_short Customer Relationship Management Systems Handbook
title_full Customer Relationship Management Systems Handbook
title_fullStr Customer Relationship Management Systems Handbook
title_full_unstemmed Customer Relationship Management Systems Handbook
title_sort customer relationship management systems handbook
publisher CRC Press
publishDate 2009
url http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/1382
_version_ 1757671626963419136

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