July 2002
Intermediate to advanced
264 pages
8h 28m
English
Content preview from Customer Relationship Management Systems Handbook
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18
Customer Relationship Management Systems Handbook
long-term relationships with customers. CRM is based on a set of technology
tools, especially data information-based tools that allow organizations to
capture, analyze, and apply the large volumes of detailed customer data
needed to achieve a better understanding of their customers and to make
more informed business decisions.
Tools to Support CRM
It is important to choose the right technology tools to support a CRM solution.
Technologies that directly support CRM, and other technologies that furnish
indirect support, such as wireless, voice-over-IP (VoIP), and e-mail-based
Internet communications, have evolved to the point of providing many more
channels for customer interaction. Business tools ...
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