Customer Relationship Management

Author: Li Zhihong
Publisher:
Publish Date: 2004-04-01
Features: This book systematically discusses the basic theories, implementation methods, key technologies, and practical applications of customer relationship management (CRM) in the era of e-commerce. The book consists of 9 chapters. First, it introduces the basic concepts, development background, and theoretical framework of CRM. Then, from an implementation perspective, it elaborates on the process reengineering and implementation methodology of CRM, providing an in-depth analysis of key technical aspects such as call centers, data warehouses, and system integration. Finally, from an application perspective, it introduces the new developments, main products, and industry application characteristics of CRM. Customer relationship management is an emerging interdisciplinary e-commerce application course. The content system design of this book fully reflects the integration and intersection of technology and management, which is beneficial for cultivating interdisciplinary e-commerce talents. This book can serve as a textbook for CRM courses in e-commerce, business management, and other related disciplines in higher education institutions, as well as a reference for managers or researchers in relevant fields.