Customer Relationship Management

Author: Ma Gang
Publisher:
Publish Date: 2005-05-01
Features: Content and Characteristics: This book comprehensively explains the basic principles of Enterprise Resource Planning (ERP) and Supply Chain Management (SCM), as well as the integration of ERP, SCM, and Customer Relationship Management (CRM). Finally, it discusses the implementation methods of CRM, project management, and system evaluation, and provides a collection of successful CRM case studies for reference by readers. Target Audience: In addition to serving as a textbook for undergraduate and graduate students of "Customer Relationship Management" in higher education institutions, it also helps managers and engineering technicians who wish to implement CRM solutions to learn and master the concepts, principles, technologies, and methods of CRM.
□ Table of Contents:
Chapter 1: Overview
Chapter 2: Customers
Chapter 3: Relationship Marketing
Chapter 4: Customer Relationships
Chapter 5: Customer Identification and Customer Service
Chapter 6: Customer Churn Analysis and Customer Retention
Chapter 7: Data and Information Analysis in Customer Relationship Management
Chapter 8: Theory of Customer Relationship Management Systems
Chapter 9: Customer Relationship Management Systems
Chapter 10: Data Warehousing
Chapter 11: Data Mining
Chapter 12: CRM and Business Process Reengineering (BPR)
Chapter 13: CRM and Core Competitiveness of Enterprises
Chapter 14: Enterprise Resource Planning (ERP)
Chapter 15: Supply Chain Management (SCM)
Chapter 16: CRM Implementation and Project Management
Chapter 17: Customer Relationship Management in Commercial Banks
Chapter 18: Customer Relationship Management in China