CRM Principles, Design, and Practice

Author: He Rongqin
Publisher:
Publishing Date: 2003-01-01
Features: The author of this book has generously shared his years of experience in CRM development, practical practices, and enterprise management between China and foreign countries with readers. In terms of CRM software design, the design section of this book provides rich technical resources for CRM designers. It includes CRM business process design, data mining application technology, product pricing configuration, wireless application design, and application integration, among other technical content that is rarely disclosed in other books. It is a rare reference book for corporate executives and professionals who are interested in CRM software design and implementation. This is a comprehensive and systematic technical management book on Customer Relationship Management (CRM). Using the writing method of "raising questions and solving problems," the author defines CRM concepts accurately and provides in-depth discussions on the design philosophy, design platform, best practices for CRM implementation, establishment and implementation of CRM software projects, and more. The CRM Triangle concept, the Customer Relationship Computer Model, the application design of CRM business processes, and the CRM practice methodology centered around "Next Best Activity (NBA)" are all the result of years of research and practice by the author of this book. They enable readers to fully and thoroughly understand the core concepts of CRM and effectively improve their company's CRM implementation capabilities. The target readers of this book include CRM project designers and implementers, as well as a wide range of 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 at universities.