The concept of customer relationship management (CRM) has grown from the loosely defined methodology of using customer transactions for developing profiles on customers to the well-defined business process of using sophisticated tools and analytical processes for managing each customer on an individual basis. CRM integrates e-mail and the PDA with
The Customer Today. The Evolution of Customer Relations to CRM. The Technology of CRM. Case Studies in CRM. Privacy in CRM. Benefits of CRM. Appendix A: Glossary of CRM and Data Warehouse Terminology. Appendix B: References and Bibliography. Index.