tailieunhanh - Sách Customer Relationship Management

Customer Relationship Management (CRM) is growing in importance due to the challenging business environment faced by organizations throughout the world today. It is particularly critical in industries undergoing changes in traditional channel configuration. CRM is a means of addressing increasing competition, changing economic conditions and promotional dependence through the use of intimate customer knowledge; knowledge gained through relationship development and past marketing programs. CRM is increasing in prominence because it focuses on current users who are the source of the majority of business revenue and the best option for improving business in uncertain times. | Customer Relationship Management Roger Baran Christopher Michael Zerres Download free books at bookboqncom Customer Relationship Management History and theory Customer Relationship Management Roger Baran DePaul University Chicago Christopher Zerres Universităt Kassel Michael Zerres Universităt Hamburg 1. History and theory Customer Relationship Management CRM is growing in importance due to the challenging business environment faced by organizations throughout the world today. It is particularly critical in industries undergoing changes in traditional channel configuration. CRM is a means of addressing increasing competition changing economic conditions and promotional dependence through the use of intimate customer knowledge knowledge gained through relationship development and past marketing programs. CRM is increasing in prominence because it focuses on current users who are the source of the majority of business revenue and the best option for improving business in uncertain times. There are a number of working definitions for CRM. In fact the letters CRM have been used to identify Continuous Relationship Marketing Customer Relationship Marketing and Customer Relationship Management. Each term represents the same process. CRM can be defined as a process that maximizes customer value through on-going marketing activity founded on intimate customer knowledge established through collection management and leverage of customer information and contact history. CRM is about perfecting relationships to maximize a customer s value over time. Please click the advert The next step for top-performing graduates Masters in Management London Business School Designed for high-achieving graduates across all disciplines London Business School s Masters in Management provides specific and tangible foundations for a successful career in business. This 12-month full-time programme is a business qualification with impact. In 2010 our MiM employment rate was 95 within 3