Customer Relationship Management(英文版)(ppt 103页)

Customer Relationship Management(英文版)内容提要：
Enhanced loyalty: Changing occasional customers into loyal customers
Internet as convenience channel
Individual communication, e.g. my.com sites
Information-based value-added services
Broad-based customer communication: Cross selling
The Internet is used to collect information other than the individual product/service range
The Internet is used to address a wide range of products
More efficient contact: Cost savings
The Internet is a low-cost sales channel
Option to provide individualized information (example mail-order: Catalogues tailored to customer profiles)
The project covers the entire business-channel matrix with CRM applications to attract, penetrate and retain customers
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