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Customer Relationship Management (CRM)

Опубликовано на портале: 09-10-2003
Дисциплина: Customer Relationship Management (CRM)
Год: 2002
Язык: Английский
Тематические разделы: Менеджмент, Маркетинг

As markets mature, as global competition becomes the norm rather than the exception, and buyers (consumers and organizational buyers) become more discerning and demanding, firms have realized that retaining key customers can help to insulate themselves from the competition and ensure a continued revenue stream. CRM is neither a project nor a technology. Rather it is a business strategy that aims to understand, anticipate and manage relations with current (and potential) customers and partners. The overarching aim of this course is to introduce you to the principles of CRM as well as key concepts and frameworks, and explore a range of current issues relating to the marketing and management of customer relations.


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