CRM Principles, Design, and Practice

Author: He Rongqin
Publisher:
Publish Date: 2006-01-01
Features: This is a comprehensive and systematic technical management book on Customer Relationship Management (CRM). The author employs a problem-posing and problem-solving writing approach, establishing a precise definition of CRM and providing in-depth discussions on the design philosophy, design platforms, best practices in CRM implementation, the establishment and implementation of CRM software projects, and more from multiple perspectives. After the revision, the book adds detailed comparisons of CRM practices from three companies—HP, Dell, and Lenovo—enhancing the overall value with a "masterstroke." The CRM triangle concept, the customer relationship computer model, the CRM business process application design, and the CRM practice methodology centered around "Next Best Action (NBA)" are all the result of the author's years of research and practical experience.