附註:Includes bibliographical references and index.
The benefits of eCRM -- The challenge of eCRM -- Making the transition to the internet age -- Improving e-customer retention -- Creating new markets for customers with diverse needs -- Automating the customer loyalty process -- Employee loyalty in the e-corporation -- Personalizing your marketing -- Virtually selling everything -- Anticipating your customers' needs -- Online lead generation management, security, and privacy -- Reducing costs and increasing customer loyalty at the interaction center -- Increasing customer loyalty with data mining -- Developing eCRM projects.
