出版社：International Association for Computer Information Systems
摘要：As companies work towards optimizing revenue, profitability and providing customer satisfaction, many companies are beginning to look towards Customer Relationship Management (CRM) as a strategy to reach these goals. This paper describes the elements to consider when developing a successful CRM solution. Beginning with understanding the business vision for CRM, evaluating business processes with the use of CRM, and understanding CRM as a whole are all key topics discussed within this paper. Other topics of CRM such as Channel Distribution, Data Inputs and Outputs, Analytics, Time and Cost Impacts, Vendors, and Maintenance will also be discussed throughout this paper. Lastly, to re-emphasize the possibilities that CRM has to offer, a case study will be presented to provide an example of a successful CRM solution.
关键词：Customer Relationship Management; Development Strategies
