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Customer Relationship Management : Electronic Customer Care in the New Economy /

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Under the term Customer Relationship Management (CRM), companies such as SAP, Siebel Systems or E.piphany offer software solutions to optimize customer-facing processes. Business units responsible for the implementation of CRM software are in many cases relatively inexperienced in the reorganization...

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Bibliographic Details
Main Author: Muther, Andreas
Corporate Author: SpringerLink (Online service)
Format: eBook
Language:English
Published: Berlin, Heidelberg : Springer Berlin Heidelberg, 2002.
Subjects:
Economics.
Industrial management.
Marketing.
Electronic books.
Online Access:Connect to the full text of this electronic book
Table of Contents:
  • Introduction
  • ECC Fundamentals
  • ECC Information Technologies
  • Trends in the Supplier-Customer Relationship
  • Criteria for Successful ECC Solutions
  • Summary and Overview CRM Market
  • Appendix I: The ECC Database
  • Appendix II: The ECC Interviews.