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Praxis des Customer Relationship Management
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"Praxis des Customer Relationship Management" umfasst ein vielschichtiges Spektrum von Lsungen und Erfahrungsberichten zu Planung, Durchfhrung und Kontrolle von CRM-Projekten aus verschiedenen Industrie- und Dienstleistungsbereichen. Neben Beitrgen zu organisatorischen und technischen Voraussetzungen fr die Einfhrung von CRM-Systemen werden auch Best-Practice-Lsungen fr die Organisation und Umsetzung von Kundenbindungskonzepten prsentiert. Die 2. Auflage greift verstrkt Aspekte des analytischen CRM auf. Sie trgt dem aktuellen Trend Rechnung und zeigt, wie aus bestehenden CRM-Systemen zur Erfassung von Kundendaten sinnvolle Aussagen und Manahmen zur aktiven Steuerung der Kundenbeziehung abgeleitet werden knnen.
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