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

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 uses a problem-posing and problem-solving writing approach to explain the profound concepts of CRM in an easy-to-understand manner. It not only allows readers to grasp the essence of CRM with interest but also solves many difficulties faced by professionals engaged in CRM software development, leading to a qualitative leap in their development thinking. This is a comprehensive and systematic technical management book on Customer Relationship Management (CRM). The author uses a problem-posing and problem-solving writing approach, based on a precise definition of CRM, to conduct multi-dimensional and detailed discussions on the design philosophy, design platforms, best practices in CRM implementation, and the establishment and implementation of CRM software projects. After the revision, this book adds a detailed comparison of the CRM practices of HP, Dell, and Lenovo, adding a "masterstroke" to the entire book. 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 years of research and practical experience 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 practical capabilities. The target readers of this book are CRM project designers and implementers, a broad 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 majors in universities. This is a comprehensive and systematic technical management book on Customer Relationship Management (CRM). The author uses a problem-posing and problem-solving writing approach, based on a precise definition of CRM, to conduct multi-dimensional and detailed discussions on the design philosophy, design platforms, best practices in CRM implementation, and the establishment and implementation of CRM software projects. After the revision, this book adds a detailed comparison of the CRM practices of HP, Dell, and Lenovo, adding a "masterstroke" to the entire book. 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 years of research and practical experience 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 practical capabilities. The target readers of this book are CRM project designers and implementers, a broad range of CRM researchers and enthusiasts, as well as corporate leaders, managers, and marketing managers.