11.1 Evolution of CRM
109References
21.2 Need and Importance for Customer Relationship Management
1105.1 Structured & Unstructured Data
31.3 Advantages of CRM
1115.2 Developing a Customer- Related Database
41.3.2 Increases customer revenues
1125.2.1 Define the database functions
51.3.3 Helps the sales team in closing deals faster
1135.2.2 Define the information requirements
61.3.4 Enhances effective cross and up- selling of products
1145.2.3 Identify the information sources
71.3.5 Simplifies the sales and marketing processes
1155.2.4 Select the database technology and operating system
81.3.6 Makes call centers more efficient
1165.2.5 Populate the database
91.3.7 Enhances customer loyalty
1175.2.6 Maintain the database
101.3.8 Builds up on effective internal communication
1185.3 Data Integration
111.3.9 Facilitates optimized marketing
1195.4 Data Warehousing
121.4 Elements of CRM
1205.5 Data Marts
131.4.1 Customer Service or People
1215.6 Knowledge Management
141.4.2 Sales Force Automation or Technology
1225.7 Using Customer-Related Data
151.4.3 Campaign Management or Processes
1235.8 Analytics For CRM Strategy And Tactics
161.5 Essential features of CRM
1245.9 Analytics Throughout The Customer Lifecycle
171.5.1 Customers Needs
1255.10 Big Data Analytics
181.5.2 Customers Response
1265.11 Analytics For Structured Data: 5.11.1 Nominal, ordinal, interval, and ratio scales
191.5.3 Customer Satisfaction
1275.12 Privacy Issues
201.5.4 Customer Loyalty
1285.12.1 Examples of the Market Approach
211.5.5 Customer Retention
1295.13 Summary
221.5.6 Customer Complaints
1305.14 Exercise
231.5.7 Customer Service
131References
241.6 Benefits of CRM to an organization, customers, and market
1326.1 The SFA Eco-System
251.6.1 Better client relationships.
1336.1.1 SFA solutions providers
261.6.2 Improved ability to cross-sell.
1346.1.2 Hardware and infrastructure
271.6.3 Increased team collaboration.
1356.2 SFA Software Functionality
281.6.4 Improved efficiency in serving clients.
1366.3 SFA adoption : 6.3.1 Benefits from SFA
291.6.5 Greater staff satisfaction.
1376.4 What Is Marketing Automation? : 6.4.1 BENEFITS OF MARKETING AUTOMATION
301.6.6 Increased revenue and profitability.
1386.5 What Is Customer Service?
311.6.7 Cost savings.
1396.6 What Is Service Automation? : 6.6.1 Benefits From Service Automation
321.6.8 Less client attrition.
1406.7 Software Applications For Marketing
331.7 The satisfaction–profit chain
1416.8 Summary
341.8 Types of CRM
1426.9 Exercise : References
351.8.1 Analytical CRM
1437.1 The Benefits Dependency Network
361.8.2 Operational CRM
1447.2 Organizing For Benefits : 7.2.1 Conventional customer management structures
371.8.3 Communicational CRM
1457.3 Network And Virtual Organizations
381.8.4 Collaborative CRM
1467.3.1 Person-To-Person Contacts
391.9 Components of CRM
1477.3.2 Key Account Management
401.9.1 Marketing automation.
1487.3.3 Team selling
411.9.2 Sales force automation.
1497.4 Contact Centre Technology
421.9.3 Contact center automation.
1507.4.1 Contact or Call Centre
431.9.4 Geolocation technology or location- based services.
1517.5 Summary
441.9.5 Workflow automation.
1527.6 Exercise
451.9.6 Lead management.
153References
461.9.7 Human resource management (HRM).
1548.1 Phase 1: Develop The CRM Strategy
471.9.8 Analytics.
1558.1.1 Situation analysis
481.9.9 Artificial intelligence.
1568.1.2 Commence CRM education
491.9.10 Project management.
1578.1.3 Develop the CRM vision
501.9.11 Integration with other software.
1588.1.4 Set priorities
511.10 Models of CRM
1598.1.5 Establish benefits expected – the goals and objectives
521.10.1 The IDIC model
1608.1.6 Identify contingencies, resources, and people changes
531.10.2 The CRM Value
1618.2 Phase 2: Build CRM Project Foundations
541.10.3 Payne and Frow’s 5-process model
1628.2.1 Establish governance structures
551.10.4 The Gartner competency model
1638.2.2 Identify change management needs
561.11 Commercial Contexts Of CRM
1648.2.3 Identify project or program management needs
571.11.1 Banks
1658.2.4 Identify critical success factors
581.11.2 Auto manufacturers
1668.2.5 Develop a risk management plan
591.11.3 DTC companies
1678.3 Phase 3: Needs Specification And Partner Selection
601.11.4 Consumer goods manufacturers
1688.3.1 Process engineering
611.12 Summary
1698.3.2 Data review and gap analysis
621.13 Exercise
1708.3.3 Initial technology needs specification and research alternative solutions
63References
1718.3.4 Write request for proposals (RFP)
642.1 Why do customers want to build relationships with suppliers?
1728.3.5 Call for proposals
652.2 Relationship Management Theories
1738.3.6 Revised technology needs identification
662.2.1 The Nordic school
1748.3.7 Assessment and partner selection
672.2.2 The Anglo-Australian school
1758.4 Phase 4: Project Implementation
682.2.3 The North American school
1768.4.1 Refine project plan
692.2.4 The Asian (Guanxi) school
1778.4.2 Identify technology customization needs
702.3 Managing the Customer Lifecycle
1788.4.3 Prototype design, test, modify, and roll-out
712.3.1 Customer Acquisition
1798.5 Phase 5: Performance Evaluation
722.3.1.1 What is a new customer?
1808.6 Summary
732.3.1.2 Portfolio Purchasing
1818.7 Exercise : References
742.3.1.3 Prospecting
1829.1 e-CRM
752.3.2 Customer Retention
1839.1.1 Scope of e-CRM
762.3.2.1 Strategies of customer retention
1849.1.2 CRM vs. e-CRM
772.3.2.2 Key performance indicators of Customer Retention
1859.1.3 Challenges in e-CRM
782.3.3 Customer Development
1869.1.4 Web Experience
792.3.3.1 Strategies For Terminating Customer Relationships
1879.1.5 Features of Effective e-CRM
802.4 Summary
1889.1.6 Designing e-CRM
812.5 Exercise
1899.1.7 Application Servers
82References
1909.1.8 Web Browser
83Chapter 3 Customer Value & Analysing Profitability of Customers
1919.1.9 Application Codes and Applets
843.1 Customer Value: 3.1.1 Value Creation
1929.1.10 E-CRM and Portals
853.2 Analysing Profitability of Customers
1939.2 Modules in CRM
863.2.1 Customer Profitability Management (CPM)
1949.3 Basic Requirements of e-CRM
873.2.1.1 Basic Disciplines For CPM
1959.3.1 Three Dimensions in e-CRM
883.3 The Seven Core Customer Management Strategies
1969.3.2 Customer Investment Allocation
893.4 Summary
1979.3.3 Key e-CRM Features
903.5 Exercise: References
1989.4 Barriers to Effective Customer Internet Adoption
914.1 How Customers Experience Value?
1999.4.1 Laws
924.1.1 Customization
2009.4.2 Lack of Trust
934.1.2 Marketing Mix
2019.4.3 Copycats
944.1.2.1 Value from products (and services)
2029.5 Main CRM System Components
954.1.2.2 Value from processes
2039.6 Summary
964.1.2.3 Value from people
2049.7 Exercise : References
974.1.2.4 Value from physical evidence
20510.1 Emerging Trends in CRM
984.1.2.5 Value from customer communication
20610.1.1 Doing Business in the CRM Era
994.1.2.6 Value from channels
20710.1.2 Most Affected Industries
1004.1.2.7 Value from service
20810.2 Challenges facing CRM
1014.2 How To Manage Customer Experience
20910.3 Current Trends in CRM
1024.2.1 Service Marketing
21010.4 Critical Success Factors
1034.2.2 Total quality management
21110.5 Analysis of CRM Strategies
1044.2.3 Customer Experience Concepts
21210.6 Looking forward
1054.2.4 What Distinguishes Customer Experience Management From Customer Relationship Management?
21310.7 Summary
1064.2.5 Features of CRM applications that improve customer experience
21410.8 Exercise : References
1074.3 Summary
215Glossary
1084.4 Exercise
216Index
