ACCELERATING CUSTOMER RELATIONSHIPS

Table of contents - Managing customer relationships; Defining your CRM process; The role of information technology; Learning from information-data mining; The stages of growth for CRM and data warehouse; Data warehouse ethodology; Building the CRM data warehouse and info-structure; Critical success factors for CRM and DW; Data privacy-ensuring confidence; Implementing privacy and customer views; The active data warehouse; The economic value of CRM; The strategic view of data warehousing and CRM; How companies succeed using CRM, data warehousing, and relationship technologies; Studies of communications industry implementations.