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Fr viele Unternehmen ist die Reorganisation der sogenannten Front-Office-Prozesse Neuland. Worauf mssen Unternehmen achten, wenn sie CRM-Projekte starten? Das Buch abstrahiert die Kundenbeziehung anhand des Customer Buying Cycles und schafft so einen neutralen Orientierungsrahmen fr CRM-Projekte. Die dritte Auflage nimmt neue Themen wie E-Marktpltze in die Betrachtungen auf und bietet einen aktuellen berblick ber fhrende CRM-Anbieter.
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