Download Customer Relationship Management: Electronic Customer Care by Andreas Muther PDF

By Andreas Muther

Less than the time period buyer courting administration (CRM), businesses reminiscent of SAP, Siebel structures or E.piphany supply software program recommendations to optimize customer-facing methods. company devices chargeable for the implementation of CRM software program are in lots of situations rather green within the reorganization of those tactics. it is crucial for them to contemplate the desires in their shoppers as an entire. This e-book describes the buyer relatioship utilizing the concept that of the client deciding to buy Cycle, thereby making a impartial orientation framework for CRM tasks. for every section of the client paying for Cycle it indicates how details applied sciences can be utilized to generate advantages both for the client or for the corporate that implements the CRM instruments. This booklet contains many case experiences exemplifying how CRM is discovered within the useful enterprise international.

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___ ·-Ion my Palm Vx... ). ) They assist the customer in the searching, comparing and ordering of products. 3. e. to treat different customers differently (One-to-One-Marketing, Micro Marketing, Individual Marketing) [see Peppers/Rogers 1993; Peppers/Rogers 1997]. "Individual Marketing" replaces anonymous mass marketing through its customer-specific individualization of products and services ("Customized Marketing") and intensification of the relationship with the individual customer ("Relationship Marketing") (see Illustration 4-4).

Direct posting of an order via the Internet in an SAP system and customer credit check) via the Internet. Such direct access still appears as too risky for many companies because solutions for unequivocal customer identification are not yet fully matured, and the risk of incurring "junk orders" is therefore still too high, particularly in anonymous large-scale businesses. g. special Internet applications such as the product "MarketSet" by Commerce One and SAPMarkets). Today, "batching" oflnternet orders in proprietary interim tables and separate posting of orders in the actual transaction system is quite common.

3. g. XML, HTTP) assumes a leading role in the integration of applications. g. COM, CORBA) continue to exist, but lose importance. Illustration 3-12 shows the advantages of open Internet standards. g. g. g. Internet telephony) and access to business applications or data. In the future it will increasingly form the basis for operational applications, or at least for the graphical interface. The Internet brings distributed functional modules and data together under one standardized user interface.

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