consultingapproachcrm资料.ppt

Discussion_Paper_SAG.ppt Customer Relationship Management– Consulting approach – Munich, June 2000 Content Page A. Introduction 3 B. Project objectives and scope 12 C. Approach 16 C.1 CRM target setting 19 C.2 CRM strategy and technology concept 34 C.3 CRM implementation 74 D. References 77 E. Appendix: Supporting tools to implement CRM 81 E.1 The Internet as a supporting CRM tool 82 E.2 The call center as a supporting CRM tool 93 A. Introduction The importance of an integrated Customer Care approach receives increasing awareness at top management level all over the world In t