Customer relationship management

Author: Wang Guangyu
Publisher:
Publish Date: 2001-06-01
Features: This book comprehensively and systematically studies the concepts, management philosophy, application systems, and functional components of Customer Relationship Management (CRM), designing solutions and methods for enterprises to implement CRM in the Internet era. The book delves into in-depth discussions on the definition, infrastructure, corporate restructuring, business process reengineering, and CRM system design and construction of customer relationship management. It provides a profound exploration of the development of call centers, data warehouses, and decision support systems in a CRM environment, as well as the integration and integration methods of CRM with MIS (Enterprise Information Systems), ERP (Enterprise Resource Planning), SCM (Supply Chain Management), and other application systems. It elaborates in detail on the significant role of CRM in enhancing corporate core competitiveness, promoting e-commerce, and achieving comprehensive electronic operation goals of enterprises. This book is the first comprehensive and introductory work on customer relationship management in China, offering valuable assistance to domestic corporate leaders, management planners, and a broad range of economic and management professionals. It is also suitable for researchers and reference in fields such as corporate management, information economics, and systems engineering.