Customer Relationship Management

Author: Yang Luming, Editor-in-Chief
Publisher:
Publish Date: 2004-08-01
Features: This book is one of the series textbooks for e-commerce in higher education institutions. It comprehensively discusses the fundamental theories, methods, and applications of Customer Relationship Management (CRM) in network environments from the perspectives of management, technology, and application. The book is divided into 10 chapters. It covers topics ranging from the rise of CRM, its basic concepts and connotations, to the design of CRM systems, data management, the construction of management information systems, and the operation of enterprises in the era of e-commerce. From the implementation of CRM strategies, corporate reengineering, and the establishment of customer service centers to the expansion and application integration of CRM, utility evaluation systems, and development trends, the book provides in-depth discussions from simple to complex, with a focus on practical case studies. This book can serve as a textbook or reference for graduate, undergraduate, and vocational students to systematically learn CRM. It is also suitable for business leaders, management planners, and researchers in the fields of information management and systems engineering to study and reference.