Customer relationship management essentials:
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London
Prima Publ.
2000
|
| Schriftenreihe: | eBusiness
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 234 S. Ill. |
| ISBN: | 0761528458 |
Internformat
MARC
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Datensatz im Suchindex
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*:•* 4IMTENTS AT A GLANCE
Part I The Evolution of the E Conomy Business Model for CRM 1
Chapter 1 Business Process Models and CRM 3
Chapter 2 Foundations of Customer Centric Business 22
Chapter 3 Pre Order Customer Support Issues 38
Chapter 4 Point of Order Customer Support Issues 58
Chapter 5 Post Order Customer Support Issues 85
Part II Analysis of Successful CRM Sites 103
Chapter 6 CRM Case Study: Circuit City
www.circuitcity.com 105
Chapter 7 CRM Case Study: Marsh Supermarkets
www.marsh.net 126
Chapter 8 CRM Case Study: Amazon.com
www.amazon.com 139
Chapter 9 CRM Case Study:The Gap
www.gap.com 159
Part III Appendixes 171
Appendix A Mechanics of a Successful CRM Web Interface 172
Appendix B Pushing the Support Envelope:Total Process
Coordination 184
Appendix C CRM Gallery 191
Appendix D E Commerce Essentials 208
1
. . ; *
CONTENTS
Introduction xv
PART I
The Evolution of the E Conomy Business
Model of CRM 1
Chapter 1 Business Process Models and CRM 3
Why Consider CRM in Your E Business Strategy? 4
What Is CRM? 4
CRM: Internal and External Considerations 12
Initial CRM Considerations 15
Preparing for Technical Implementation 18
Moving Forward with CRM 20
Chapter 2 Foundations of Customer Centric Business 22
The Importance of Organization 23
Internal Processes and Your Customers 23
External Processes and Your Customers 27
The Benefits of Keeping Things Simple 36
Chapter 3 Pre Order Customer Support Issues 38
Online Visibility via Search Engines 40
Real Time Access to Product Information 42
Inventory Integration 51
International Business 54
Shipping 55
Order Tracking 57
Chapter 4 Point of Order Customer Support Issues 58
Understanding Point of Order Issues 59
Ensuring a Smooth Ordering Process 60
Personalizing the Order Process 71
Providing an Intuitive Site Navigation Scheme 74
Providing Pricing Information 78
Addressing Customer Security Concerns 82
Chapter 5 Post Order Customer Support Issues 85
Tracking Orders 86
Problem Resolution 91
t:..,,Jt!,!;COT *gn*| !• fe
PART II
Analysis of Successful CRM Sites 103
Chapter 6 CRM Case Study: Circuit City
www.circuitcity.com 105
Introduction to the Site 106
Providing Complete Product Information 107
Providing Outstanding Site Navigation 115
Ensuring a Smooth Ordering Process 118
Post Order Confirmation and Follow Up 123
Chapter 7 CRM Case Study: Marsh Supermarkets
www.marsh.net 126
Introduction to the Site 127
Primary Sections of the Site 127
Groceries Online: Pushing the CRM Envelope 128
CRM Portals: Encouraging Repeat Visits 134
» #¦ 4ft . .
; IXi # Contents _^_
Chapter 8 CRM Case Study: Amazon.com
www.amazon.com 139
Introduction to the Site 140
Business History 141
Business Model 142
Interface Designs 142
CRM Applications on Amazon.com 145
Chapter 9 CRM Case Study: The Gap
www.gap.com 159
Introduction to the Site 160
CRM Style 160
E Commerce with E Style 163
CRM and Brand Recognition 166
Traditional Personalization Techniques 167
PART III
Appendixes 171
Appendix A Mechanics of a Successful CRM Web Interface 172
Essential Design Considerations 173
Audience Considerations 173
Navigation Considerations 174
Customer Personalization 179
Sound, Video, and Other Special Design Considerations .. 181
Appendix B Pushing the Support Envelope:Total Process Coordination .. 184
Customer Support as a Process 185
A Business to Business Example 185
Putting the Customer First with CRM 188
Appendix C CRM Gallery 191
A CRM Overview 192
CRM in Action: Dell Computer (www.dell.com) 192
CRM in Action: Apple Computer (www.apple.com) 195
CRM in Action: Half.com (www.half.com) 197
CRM in Action: Delta Airlines (www.delta.com) 198
CRM in Action: petSmart (www.petSmart.com) 201
CRM in Action: Microsoft (www.microsoft.com) 201
CRM in Action: Compaq Computer (www.compaq.com) .. 203
CRM in Action: Kmart Corporation: (www.kmart.com) 206
i • » _. ..
(IxMtt Contents ¦ ,
Appendix D E Commerce Essentials 208
E Commerce Considerations 209
The Evolution of E Commerce 212
Essentials of Web Site Design 216
Knowing What You Want Versus What You Need 218
Gathering and Organizing Information 220
Index 227
|
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| indexdate | 2024-07-09T18:55:41Z |
| institution | BVB |
| isbn | 0761528458 |
| language | English |
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| spelling | Gosney, John W. Verfasser aut Customer relationship management essentials John W. Gosney ; Thomas P. Boehm London Prima Publ. 2000 234 S. Ill. txt rdacontent n rdamedia nc rdacarrier eBusiness Electronic Commerce (DE-588)4592128-3 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Electronic Commerce (DE-588)4592128-3 s Kundenmanagement (DE-588)4236865-0 s DE-604 Boehm, Thomas P. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009576847&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Gosney, John W. Boehm, Thomas P. Customer relationship management essentials Electronic Commerce (DE-588)4592128-3 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4592128-3 (DE-588)4236865-0 |
| title | Customer relationship management essentials |
| title_auth | Customer relationship management essentials |
| title_exact_search | Customer relationship management essentials |
| title_full | Customer relationship management essentials John W. Gosney ; Thomas P. Boehm |
| title_fullStr | Customer relationship management essentials John W. Gosney ; Thomas P. Boehm |
| title_full_unstemmed | Customer relationship management essentials John W. Gosney ; Thomas P. Boehm |
| title_short | Customer relationship management essentials |
| title_sort | customer relationship management essentials |
| topic | Electronic Commerce (DE-588)4592128-3 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Electronic Commerce Kundenmanagement |
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