Customer relationship management concepts and technologies

2009-01-01article440 citationsgold

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Corporate Governance and Management Customer Service Quality and Loyalty Customer churn and segmentation

Abstract

Section A 1.Introduction to CRM 2.Understanding Relationships Section B: Strategic CRM 3.Managing the Customer Lifecycle: Customer Acquisition 4.Managing the Customer Lifecycle: Customer Retention and Development 5.Customer Portfolio Management 6.How to Deliver Customer-Experienced Value 7.Managing Customer Experience Section C: Operational CRM 8.Sales force automation 9.Marketing Automation 10.Service Automation Section D: Analytical CRM 11.Developing and Managing Customer-Related Databases 12.Using Customer-Related Data Section E: Realizing the Benefits of CRM 13.Planning to Succeed 14.Implementing CRM Section F: Looking to the Future 15.The Future

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