What Is a Customer Relationship Management Database?

Customer relationship management (CRM) is a system used to manage the company's interactions with current and future customers. It usually involves the use of related technologies to organize, automate, and synchronize sales, marketing, customer service, and technical support. "Customer Relationship Management (CRM)" comprehensively introduces all aspects of customer relationship management (CRM) from the perspective of management, technology and application. This book can be used as a course material for e-commerce majors. It can also be read and referenced by those engaged in CRM research and practical applications.

Customer Relationship Management (CRM)

CRM is short for Customer Relationship Management in English, which is generally translated as "customer relationship management". CRM originated in the United States, and the concept of CRM was first proposed by Gartner Group. Since the 1990s, the tide of the Internet and e-commerce has developed rapidly. Different scholars or business organizations have different views on the concept of CRM. ^[1]

Author: Dong Jinxiang / Chen Gang / Yin Jianwei

Publisher: Zhejiang University Press

Publication date: 2002-12

ISBN: 730803227

Edition: 1

Packaging: Paperback

Folio: 32

Number of pages: 450 pages

Sheets: 1 time

Categorise Books> Economics> Economics Theory> Management Economics> (Classification and Errata)

Introduction to Customer Relationship Management (CRM)

The book is divided into 4 parts. The first part is an overview, which explains the background of customer relationship management and its important role in e-commerce, and analyzes CRM from the perspective of concept, classification, functional framework and management process. The connotation of the concept; the second chapter is the management chapter, which explains the management concepts that support the development of customer relationship management, and introduces a series of advanced management ideas such as database marketing, relationship marketing, one-to-one marketing; Describes the architecture of the CRM system and the four core technologies supporting CRM implementation; Customer Service Center (Call Center), Workflow Management, Data Mining, and Enterprise Application Integration (EAI) technologies; Part 4 is a product section, which briefly introduces Some mainstream CRM products at home and abroad provide readers with an intuitive understanding of CRM products.

Customer Relationship Management (CRM) Book Catalog

Chapter l Overview

Chapter l E-commerce Development and the Rise of Customer Relationship Management

1.1 Position of customer relationship management in e-commerce

1.2 The emergence of customer relationship management

1.3 Summary

[Review Thinking Questions]

Chapter 2 What is Customer Relationship Management

Definition and connotation of 2.1 crm

2.2crm classification

2.3crm features

2.4 Customer Relationship Management Process-

2.5 summary

[Review Thinking Questions]

Chapter 2 Management

Chapter 3 Customer Value

3.1 Customer Relationship Life Cycle

3.2 Customer lifetime value

3.3 Calculation of customer lifetime value

3.4 summary

[Review Thinking Questions]

Chapter 4 Customer Satisfaction and Customer Loyalty

4.1 Customer Loyalty

4.2 Customer satisfaction

4.3 Customer Satisfaction-Loyalty Study

4.4 Customer Satisfaction Strategy

4.5 summary

[Review Thinking Questions]

5. Database Marketing

5.1 Overview of Database Marketing

5.2 Database Marketing Process

5.3 Application and Development of Database Marketing

5.4 Summary

[Review Thinking Questions]

Chapter 6 Relationship Marketing

6.1 Relationship Marketing Overview

6.2 Relationship Marketing Model

6.3 Three levels of relationship marketing gradient advancement

6.4 Specific strategies for implementing relationship marketing

6.5 Summary

[Review Thinking Questions]

Chapter 7 One-to-One Marketing

7.1 The core of the one-to-one marketing philosophy

7.2 One-to-One Marketing Strategy

7.3 Evaluation of one-to-one marketing

7.4 Summary "

[Review Thinking Questions]

Chapter 3 Technology

Chapter 8 Design of Customer Relationship Management System

8.1crm system architecture

8.2crm system function module

8.3crm industry solutions

8.4 Summary

[Review Thinking Questions]

Chapter 9 Customer Service Center

9.1 Overview

9.2 Development History of Call Centers

9.3 Call Center Applications

9.4 Call Center Design and Implementation

9.5 Call Center Product Introduction

9.6 summary

[Review Thinking Questions]

Chapter 10 Workflow Management

10.1 Overview

lo.2wfmc and workflow reference model

10.3 Workflow Metamodel

10.4 Introduction of Typical Products and Research Projects

10.5 Introduction to Several Typical Workflow Management Systems

10.6 Automate Customer Relationship Management Based on Workflow Management System

Section 10.7

[Review Thinking Questions]

Chapter 11 Data Mining Techniques and Their Applications in CRM

11.1 Introduction to Data Mining Technology

11.2 Impact of data mining on crm

11.3 Main Techniques of Data Mining

11.4 Data Mining Products

11.5 Summary

[Review Thinking Questions]

Chapter 12 Enterprise Application Integration

12.1 Enterprise Application Integration Overview

12.2 Corba Integration with Enterprise Applications

12.3 jca integration with enterprise applications

12.4webservice

12.5 small