Customer Relationship Management CRM Overview客户关系管理概述.pdfVIP

DPRO-90679 Technology Overview Rochelle Shaw, Jim Davies 11 October 2001 Customer Relationship Management (CRM): Overview Summary Customer Relationship Management (CRM) is a business strategy comprising segments for sales, marketing, and service with outcomes optimizing profitability, revenue, and customer satisfaction. Table of Contents Technology Basics Technology Analysis Business Use Benefits and Risks Standards Selection Guidelines Technology Leaders Insight Gartner Entire contents © 2001 Gartner, Inc. All rights reserved. Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice. Customer Relationship Management (CRM): Overview Technology Basics Gartner defines Customer Relationship Management (CRM) as a business strategy, the outcomes of which optimize profitability, revenue, and customer satisfaction by organizing around customer segments, fostering customer-satisfying behaviors, and implementing customer-centric processes. By definition, then, CRM technologies enable greater customer insight, increased customer access, more effe