Customer Relationship Management Implementation Process

Author: Yoshitaka Noguchi
Publisher:
Publish Date: 2003-05-01
Features: This book provides practical methods and strategies for businesses in the new economy of the 21st century to survive and continuously innovate. The theme of the book is the "Customerism" new mindset, along with the 7 steps and 5 elements of customer relationship management to achieve this new mindset. The entire book features clear and compelling content, charts, and abundant examples, making it a valuable resource for operators to implement customerism and drive corporate innovation.
In the 1980s, Japan, with management mechanisms like quality management and product development, inspired imitation worldwide. However, by the 1990s, it had lost its former luster. Although Japan still possessed cutting-edge technological capabilities in industries such as semiconductors, LCDs, communication components, and biopharmaceuticals, it had fallen behind in the overall landscape of corporate management compared to other advanced nations. Under the surpassing of Western and European companies, once-renowned concepts like "QC groups" and "kanban management" seemed to have become just a chapter in textbooks, classic but unable to connect significantly with the new era.