CRM Principle · Design · Practice

Author: He Rongqin
Publisher:
Publish Date: 2003-01-01
Features: The author of this book has comprehensively summarized his years of experience in CRM development, practical experience, and enterprise management practices both in China and abroad for the readers. In terms of CRM software design, the design section of this book provides rich technical resources for CRM designers. Topics such as CRM business process design, data mining application, product pricing configuration, wireless application design, and application integration are all technical contents rarely disclosed in other books, making it a valuable reference for corporate executives and professionals interested in CRM software design and implementation. This is a comprehensive and systematic technical management book on Customer Relationship Management (CRM). Using a problem-solving approach, the author defines CRM concepts accurately and conducts in-depth discussions on the design philosophy, design platforms, best practices in CRM implementation, project establishment, and implementation of CRM software. The CRM triangle concept, customer relationship computer model, CRM business process application design, and the CRM practice methodology centered around "Next Best Action (NBA)" are all the author's years of research and practical insights, enabling readers to fully and thoroughly understand the core principles of CRM and effectively enhance their enterprise's CRM capabilities. The target readers of this book include CRM project designers and implementers,CRM researchers and enthusiasts, as well as corporate leaders, managers, and marketing managers. It can also serve as a textbook for postgraduate and undergraduate students in computer science and information management programs in universities.