July 2002
Intermediate to advanced
264 pages
8h 28m
English
Content preview from Customer Relationship Management Systems Handbook
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48 Customer Relationship Management Systems Handbook
a product that was purchased secondhand? Is a customer a person, a
family, a company, the purchasing agent, or the design engineer? And
what if Internet auctions become such a big business that customers
become resellers?
Statement 5. We do not know how the Internet will change our knowledge
of customers. In this era of electronic commerce, customers deal with
suppliers predominantly via electronic channels, making the supplier/
customer relationship more remote than before. This new purchasing
channel has had a major impact on CRM, its processes, technologies, and
implementation, as well as in the way that the Internet interrelates to other
channels of communication. The term coined by the industry ...
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