CRM Principles, Design, and Practice (2nd Edition)

Author: He Rongqin
Publisher:
Publish Date: 2006-01-01
Features: This book is rich in content and clear in requirements, covering almost all aspects of CRM. It provides in-depth analysis and discussion on CRM management concepts, technical implementation, and effective enterprise CRM practices. The author of this book, Fan Feng, Editor-in-Chief of ChinaByte, has generously shared his years of CRM development and practical experience, as well as his knowledge of enterprise management in China and abroad. In terms of CRM software design, the design section of this book offers extensive technical resources for CRM designers. Topics such as CRM business process design, data mining technology application, product pricing configuration, wireless application design, and application integration are technical contents rarely disclosed in other books, making it a valuable reference for corporate executives and professionals specializing in CRM software design and implementation.
Wang Zhongmin, CTO of Beijing Huashen Technology Development Co., Ltd.
This is a comprehensive and systematic technical management book on Customer Relationship Management (CRM). Using a problem-solution writing approach, the author defines CRM concepts accurately and provides detailed discussions on the design philosophy of CRM application systems, design platforms, the best practices for CRM implementation, the establishment and execution of CRM software projects, and more. After the revision, this book adds detailed comparisons of CRM practices in three companies—HP, Dell, and Lenovo—adding a "masterstroke" to the entire book. The CRM triangle concept, the customer relationship computer model, CRM business process application design, and the CRM practice methodology centered around "Next Best Activity (NBA)" are all the author's years of research and practical experience, enabling readers to fully and thoroughly understand the core concepts of CRM and effectively improve their enterprise's CRM practice capabilities.
The target readers of this book include CRM project designers and implementers,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 majors in universities.