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Customer Relationship Management

Electronic Customer Care in the New Economy

Under the term Customer Relationship Management (CRM) companies such as Siebel Systems offer solutions geared at optimising customer processes. These companies claim high customer satisfaction and reduced costs. Traditional software giants like SAP and Oracle have also begun to provide software solutions in the areas of marketing, sales and service. For many enterprises, the re-organisation of so-called front-office-processes is new ground. But what must a company consider when it initiates a CRM project? It is important to start with the customer needs before moving on to customer relationships as a whole. This book describes customer relationships using the concept of Customer Buying Cycle and thus creates a neutral orientation framework for CRM projects.

This book describes customer relationships using the concept of Customer Buying Cycle and thus creates a neutral orientation framework for CRM projects.

Customer Relationship Management

The Ultimate Guide to the Efficient Use of CRM

Companies need a new approach—customer relationship management, or CRM—to leverage the Web's unique strengths for capturing and publishing a single view of customers. How does it work? What is the best CRM strategy? Which companies have successfully implemented CRM in their business? This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition. This HOTT Guide is unique ready-to-use guide for any manager interested in optimizing the relationship with his customers, by using the newest technology The HOTT Guide series is intended for a professional business audience: Management, Marketing, Sales, System Integrating, CIOs, IT specialists and executive level. Customer Relationship Management is especially aimed at those concerned with customer management, marketing and measurement: marketers, callcenter, managers, data architectures, the sale force and service

How does it work? What is the best CRM strategy? Which companies have successfully implemented CRM in their business? This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology.