Consulting approach CRM（英文版)ppt103
A. Introduction 3

B. Project objectives and scope 12

C. Approach 16
 C.1 CRM target setting 19
 C.2 CRM strategy and technology concept 34
 C.3 CRM implementation 74

D. References 77

E. Appendix: Supporting tools to implement CRM 81
 E.1 The Internet as a supporting CRM tool 82
 E.2 The call center as a supporting CRM tool 93