CRM concept, methods, and comprehensive solutions

Author: Zhu Yunlong
Publisher:
Publish Date: 2004-07-01
Features: With the advent of the Internet era, the rapid development of e-commerce, and the intensification of global market competition along with the diversification of customer demands, traditional business economic models have been greatly impacted. The competitive model of traditional enterprises based on the 4P (Product, Place, Price, Promotion) framework has gradually been replaced by the business philosophy centered on customer relationships. This book combines the author's achievements in CRM research over the years to provide a detailed analysis and introduction of the origin, concepts, impact of CRM on Chinese culture, the relationship between CRM and other enterprise application systems such as supply chain management, ERP, online marketing, e-commerce, and knowledge management, CRM system design methods, as well as CRM implementation strategies and solutions. The book also analyzes successful CRM implementation cases worldwide, making it highly readable. It offers new insights for corporate leaders in driving business development, serves as a reference for decision-makers willing to adopt CRM operations, and is an essential guide for senior management and system developers.