Customer Relationship Management Systems Handbook

Overview

This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy.

Evolution of CRM

It takes readers through the evolution of CRM — from its early beginning to today’s sophisticated data warehouse-based systems.

Illustrations and Case Studies

Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations.

Privacy and Benefits

The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, while the last chapter explores the benefits of a well-conceived CRM strategy.