| 1. | |
CRM Concept and Scope | • 1.1. Concept of CRM |  |
| 2. | |
CRM Concept and Scope | • 1.2. Components of CRM | |
| 3. | |
CRM Concept and Scope | • 1.3. Evolution of CRM • 1.4. Scope of CRM | |
| 4. | |
CRM Base Theory | • 2.1. Customer and Customer Value • 2.2. CRM Process | |
| 5. | |
CRM Base Theory | • 2.3. Customer Value Factor • 2.4. Customer Satisfaction | |
| 6. | |
CRM Base Theory | • 2.5. Customer Loyalty • 2.6. Relations between Customer Satisfaction and Customer Loyalty | |
| 7. | |
CustomerValue Analysis for CRM | • 3.1. Meanings of Customer Value Analysis • 3.2. Measurement of Customer Equity • 3.3. Customer Lifetime Value | |
| 8. | |
CustomerValue Analysis for CRM | • 3.4. Customer Referral Value • 3.5. Customer Share | |
| 9. | |
CustomerValue Analysis for CRM | • 3.6. RFM • 3.7. Strategic Utilization of Customer Value Analysis | |
| 10. | |
Information System for CRM | • 4.1. Outlines and Structure of CRM System • 4.2. Analytical CRM System | |
| 11. | |
Information System for CRM | • 4.3. Operational CRM System • 4.4. Collaborative CRM System | |
| 12. | |
Information System for CRM | • 4.5. Implementation of CRM System | |
| 13. | |
DataAnalysis Methods for CRM | • 5.1. Marketing Statistics Methods for CRM | |
| 14. | |
DataAnalysis Methods for CRM | • 5.2. Data Mining for CRM | |
| 15. | |
CRM Strategy Development Methodology | • 6.1. Concepts & Scope of Enterprise-wide CRM Strategy • 6.2. Procedure to Implement Enterprise-wide CRM Strategy | |
|
CRM Strategy Development Methodology | • 6.3. Components of CRM Strategy • 6.4. Architecture of CRM Strategy | |
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