Customer Relationship Management Systems Handbook

by Duane E. Sharp

Overview

This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. It takes readers through the evolution of CRM- from its early beginning to today's sophisticated data warehouse-based systems. Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations. The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, the last chapter explores the benefits of a well-conceived CRM strategy.

Product Details

ISBN-13:	9781040080177
Publisher:	Taylor & Francis
Publication date:	07/19/2002
Sold by:	Barnes & Noble
Format:	eBook
Pages:	264
File size:	1 MB

Table of Contents

1 The Customer Today
2 The Evolution of Customer Relations to CRM
3 The Technology of CRM
4 Case Studies in CRM
5 Privacy in CRM
6 Benefits of CRM
Appendix A Glossary of CRM and Data Warehouse Terminology
Appendix B References and Bibliography

Editorial Reviews

This handbook analyzes Customer Relationship Management (CRM), its origins, rationale, implementation strategies, core technologies, and benefits. The book details the evolution of CRM from its beginnings as a loosely defined methodology of customer profiling to today's sophisticated data warehouse systems. The text provides examples of successful CRM implementations from a variety of business types. Annotation c. Book News, Inc., Portland, OR (booknews.com)

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