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Customer relationship management systems handbook

Author: Duane E Sharp
Publisher: Boca Raton : Auerbach Publications/CRC Press, ©2003.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
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  Read more...
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Sharp, Duane E.
Customer relationship management systems handbook.
Boca Raton : Auerbach Publications, ©2003
(DLC) 2002018592
(OCoLC)49394641
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Duane E Sharp
ISBN: 0203972961 9780203972960 9780849311437 0849311438 1281122297 9781281122292
OCLC Number: 62874274
Notes: Title from title screen.
Title from website (viewed Jan. 11, 2006).
Description: 1 online resource (xxi, 242 pages) : illustrations
Contents: 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.
Responsibility: Duane E. Sharp.
More information:

Abstract:

Presents a description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. This title takes  Read more...

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