Customer Relationship Management Methodology

Author: Wang Guangyu
Publisher:
Publish Date: 2004-09-01
Features: This book provides an in-depth analysis of Customer Relationship Management (CRM) from four perspectives—theory, operations, technology, and industry—through numerous detailed case studies. It elaborates on the vital role of CRM in enhancing a company's core competitiveness and driving the development of e-commerce. Additionally, it offers a comprehensive introduction to the application of CRM across multiple industries, including banking, insurance, telecommunications, IT, logistics, and more. As the first CRM in China to focus equally on "industry applications" and "methodology," this book is authored by renowned management informationization experts in the CRM field. It integrates advanced international management theories while also aligning with the practical realities of Chinese enterprises. The book not only demonstrates strong theoretical leadership but also holds significant practical value, serving as a reference for domestic business leaders, management and planning personnel, and individuals interested in innovative management. It is also suitable for researchers, senior undergraduate and graduate students in fields such as business management, information economics, systems engineering, and customer service.
CCMworld (Customer World) is a third-party industry research and development institution supported by the government, dedicated to the professional development of the Customer Care Management (CCM) field. CCMworld focuses on industry trends, conducting research and development on various customer care and management channels, such as call centers, CRM, service centers, and electronic marketing channels. It also emphasizes the theory and practice of customer lifecycle stages, including identification, acquisition, development, retention, and reactivation.
By leveraging the expertise of industry and non-industry professionals, both domestic and international, CCMworld organizes various industry exchange activities to facilitate information sharing and provide a platform for professional talent to showcase their skills. The institution actively summarizes industry best practices, promotes the establishment of benchmark systems and related standards, clarifies confusing concepts, advocates for the unification of professional terminology, and upholds industry rights and interests. CCMworld is committed to enhancing the industry's recognition and influence in society, improving the overall state of customer care and management in China, and fostering the long-term, healthy, and stable development of the CRM and call center industries.
The monthly publication Customer World, published by CCMworld, is currently the only print media in China dedicated to this field and serves as an industry flagpole media. The CCMworld website (www.CCMworld.net) functions as a rapid communication and interaction platform, a hub for intellectual exchange and consensus-building, and a support service provider for the development of businesses in this field. The Customer World Research Institute, under the institution, aims to become the "West Point" of this field, fostering the growth and development of industry talent through forums, seminars, academic and continuing education programs.