Description
John Wiley Customer Relationship Management: Integrating Marketing Strategy And Information Technology by Zikmund and William G and Mcleod and Raymond Et Al
· The Nature of Customer Relationship Management. · Understanding Customer Differences. · Information Technology and Collecting Customer Data. · The CRM Data Warehouse. · Customer Loyalty. · Customer Retention Strategies. · Winback and Acquisition Strategies. · Sales Force Automation and Automated Customer Service Centers. · The Basics of Data Mining, Online Analytical Processing, and Information Presentation. · Measuring Customer Satisfaction and Loyalty. · Issues for Implementing CRM Systems.