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A01. CRM Concept and Scope | • 1.1. Concept of CRM | ![]() |
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A01. CRM Concept and Scope 2 | • 1.2. Components of CRM | ![]() |
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A01. CRM Concept and Scope 3 | 1.3. Evolution of CRM | ![]() |
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A02. CRM Base Theory | • 2.1. Customer and Customer Value • 2.2. CRM Process | ![]() |
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A02. CRM Base Theory 2 | • 2.3. Customer Value Factor • 2.4. Customer Satisfaction | ![]() |
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A02. CRM Base Theory 3 | • 2.5. Customer Loyalty • 2.6. Relations between Customer Satisfaction and Customer Loyalty | ![]() |
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A03. Customer Value Analysis for CRM | • 3.1. Meanings of Customer Value Analysis • 3.2. Measurement of Customer Equity | ![]() |
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A03. Customer Value Analysis for CRM 2 | • 3.3. Customer Lifetime Value • 3.4. Customer Referral Value | ![]() |
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A03. Customer Value Analysis for CRM 3 | • 3.5. Customer Share • 3.6. RFM • 3.7. Strategic Utilization of Customer Value Analysis | ![]() |
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A04. Information System for CRM | • 4.1. Outlines and Structure of CRM System • 4.2. Analytical CRM System | ![]() |
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A04. Information System for CRM 2 | • 4.3. Operational CRM System • 4.4. Collaborative CRM System | ![]() |
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A04. Information System for CRM 3 | • 4.5. Implementation of CRM System | ![]() |
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A05. Data Analysis Methods for CRM | • 5.1. Marketing Statistics Methods for CRM | ![]() |
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A05. Data Analysis Methods for CRM 2 | • 5.2. Data Mining for CRM | ![]() |
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A06. CRM Strategy Development Methodology | • 6.1. Concepts & Scope of Enterprise-wide CRM Strategy • 6.2. Procedure to Implement Enterprise-wide CRM Strategy | ![]() |
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A06. CRM Strategy Development Methodology 2 | • 6.3. Components of CRM Strategy • 6.4. Architecture of CRM Strategy | ![]() |