Tous nos rayons

Déjà client ? Identifiez-vous

Nouveau client ?

CRÉER VOTRE COMPTE
Votre panier contient 0 article
0,00 €
Customer Relationship Management Essentials

Librairie Eyrolles - Paris 5e
Indisponible

Customer Relationship Management Essentials

Customer Relationship Management Essentials

234 pages, parution le 01/10/2000

Résumé

A company's e-business prospects are often derailed by poor customer support because companies don't understand the frantic pace of Internet time. Procurement, fulfillment, and post-sale support can be severely crippled by poor communication channels. Customer Relationship Management Essentials explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in an e-business environment. This book is geared mainly toward managers of IT divisions and/or those directly involved in making hands-on, technical decisions about the use of e-commerce strategies for a business.

Contents

Introduction
Part I: The Evolution of the E-Conomy Business Model of CRM
Chapter 1: Business Process Models and CRM
Chapter 2: Foundations of Customer-Centric Business
Chapter 3: Pre-Order Customer-Support Issues
Chapter 4: Point-of-Order Customer-Support Issues
Chapter 5: Post-Order Customer-Support Issues

Part II: Analysis of Successful CRM Sites
Chapter 6: CRM Case Study: Circuit City
Chapter 7: CRM Case Study: Marsh Supermarkets
Chapter 8: CRM Case Study: Amazon.com
Chapter 9: CRM Case Study: The Gap

Part III: Appendixes
Appendix A: Mechanics of a Successful CRM Web Interface
Appendix B: Pushing the Support Envelope: Total Process Coordination
Appendix C: CRM Gallery
Appendix D: E-Commerce Essentials
Index

L'auteur Thomas P. Boehm

Thomas P. Boehm is a member of the senior technical staff at iProperty.com, a real-estate-transaction e-commerce solution provider, where he is responsible for the technical aspects of the Webcluster solution and providing customer support and training solutions. He also serves as technical director at Tekworks, Inc., which specializes in e-commerce Web site solutions. Previously, Thomas was the director of technology services at the Indiana University School of Dentistry, where he coordinated and administered the computer network and Internet activities. After receiving a master's degree in computer science from Purdue University, where he specialized in networking and database design, he joined a research team at the Purdue University School of Engineering in Indianapolis, Indiana, to work on a hierarchical storage solution project.

L'auteur John W. Gosney

John W. Gosney is a Web-database Applications Developer working with ColdFusion, Java, Active Server Pages, and other Web-based technologies. He has developed and implemented several Web-based applications utilizing SQL, Visual Basic, and Internet Information Server. He also has designed and implemented complete training courses for systems utilizing computer-based training and written documentation.

Caractéristiques techniques du livre "Customer Relationship Management Essentials"

  PAPIER
Éditeur(s) Prima Publishing
Auteur(s) Thomas P. Boehm, John W. Gosney
Parution 01/10/2000
Nb. de pages 234
Format 19 x 24
Couverture Relié
Poids 722g
Intérieur Noir et Blanc
EAN13 9780761528456

Avantages Eyrolles.com

Livraison à partir de 0,01 en France métropolitaine

Paiement en ligne SÉCURISÉ

Livraison dans le monde

Retour sous 15 jours

+ d'un million de livres disponibles

satisfait ou remboursé
Satisfait ou remboursé
Paiement sécurisé
modes de paiement
Paiement à l'expédition
partout dans le monde
Livraison partout dans le monde
Service clients 0 321 79 56 75 sav@commande.eyrolles.com
librairie française
Librairie française depuis 1925