Customer Relationship Management Systems Handbook Management

The concept of customer relationship management (CRM) has grown from the loosely defined methodology of using customer transactions for developing profiles on customers to the well-defined business process of using sophisticated tools and analytical processes for managing each customer on an individual basis. CRM integrates e-mail and the PDA with the day planner, electronic scheduler, client database, and a number of other business management tools so you can create a single point from which to manage customer relationships.

The Customer Relationship Management Systems Handbook provides a complete and detailed analysis of CRM, its origins, rationale, implementation strategies, core technologies, and benefits. The author takes readers through the evolution of CRM- from its early beginning as a tool for better managing and utilizing vast amounts of customer transaction data acquired in day-to-day transactions to today's sophisticated data warehouse-based systems. The text was researched, formatted, and written for IS professionals who need a full understanding of what is involved in the successful development and implementation of a CRM.

To highlight the significant benefits of implementing CRM strategies, the book provides examples of successful CRM implementations from a broad range of business sectors. These implementations, presented in a case study format, demonstrate implementation processes, appropriate technologies, and vendor solutions that work. Wherever possible, illustrations are used to enhance the textual presentation. The complete analysis of CRM provided in the Customer Relationship Management Systems Handbook will enable you to accomplish what many businesses fail to do-put the customer first.

「顧客關係管理（CRM）」的概念已從使用顧客交易來建立顧客檔案的鬆散定義方法，發展成使用複雜工具和分析流程來個別管理每位顧客的明確業務流程。CRM將電子郵件和個人數位助理（PDA）與日程安排、電子排程器、客戶資料庫和其他多種業務管理工具整合在一起，讓您能夠創建一個單一點來管理顧客關係。《顧客關係管理系統手冊》提供了對CRM的完整和詳細分析，包括其起源、理論基礎、實施策略、核心技術和好處。作者帶領讀者了解CRM的演變，從早期作為更好地管理和利用日常交易中獲得的大量顧客交易數據的工具，到今天基於數據倉儲的複雜系統。本書的內容經過研究、格式化和撰寫，針對需要全面了解CRM成功開發和實施所涉及內容的資訊系統專業人士。為了突出實施CRM策略的重要好處，本書提供了來自各個業務領域的成功CRM實施案例。這些案例以案例研究的形式呈現，展示了實施過程、適當的技術和有效的供應商解決方案。在可能的情況下，使用插圖來增強文字呈現。《顧客關係管理系統手冊》提供的對CRM的完整分析將使您能夠實現許多企業未能做到的事情-將顧客放在首位。