Customer Relationship Management

Author: Tang Bingyong
Publisher:
Publish Date: 2003-02-01
Features: This book is one of the series textbooks for universities on e-commerce. It systematically discusses the basic theories and methods of Customer Relationship Management (CRM) in the context of the network economy. The book is divided into four parts, totaling 13 chapters. Part I, which introduces CRM, consists of chapters 1 to 4, covering basic concepts, system introduction, classification, and call centers. Part II focuses on CRM project development and operation management, comprising chapters 5 to 8, including general steps in project development, project management control, project implementation and evaluation, and business value analysis. Part III explores the development of CRM, covering chapters 9 to 11, including knowledge management, decision support systems and business intelligence, and the future path. Part IV introduces CRM vendors and products both domestically and internationally, along with case studies, spanning chapters 12 to 13. Additionally, the book is accompanied by corresponding electronic teaching materials, which can be downloaded from the website of Higher Education Press for those in need. The content of this book is novel, rich, and easy to understand, making it an important reference for readers seeking an in-depth understanding and mastery of CRM. It can serve as a textbook or reference for undergraduate majors such as e-commerce, information management and information systems, as well as for graduate programs in management science and engineering and business administration. It is also suitable for practical management professionals across various fields and industries.