Extrait
Table of Contents
1. Introduction
2. E-CRM Backgrounds and Related Theory
2.1 What is E-CRM?
2.2 Elements of E-CRM
2.2.1 Different Approaches to E-CRM
2.2.2 Operational CRM
2.2.3 Sales Force Automation
2.2.4 Customer Service and Support
2.2.5 Enterprise Marketing Automation
2.2.6 Analytical CRM
2.2.7 Collaborative CRM
2.3 A Single View to Customer
3 Introduction to IBM
3.1 Problem Background
3.2 Old Way of Interacting with Customers
3.3 Understanding the Customers
3.4 Re-engineering of customers relationship
3.5 Impact of E-CRM of IBM Operations
4 Conclusion
5 Recommendation
6 References
7 Bibliography
8 Appendix
Fin de l'extrait de 20 pages
- Citation du texte
- BA Christian Uwagwuna (Auteur), 2011, The IBM Model of Electronic Customer Relationship Management, Munich, GRIN Verlag, https://www.grin.com/document/170555
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