Customer Relationship Management in der Praxis: Erfolgreiche Wege zu kundenzentrierten Loesungen

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Customer Relationship Management fasst samtliche Aktivitaten zusammen, deren Ziel eine verbesserte Kundenorientierung ist. An Praxisbeispielen fuhrender Unternehmen wie Credit Suisse, SAP und Neue Zurcher Zeitung stellen die St. Galler Experten innovative Loesungen vor wie Contact Center, Internet-Communities, Customer Profiling and Multi-Channel-Management. Das theoretische Fundament dazu liefert das St. Galler Geschaftsmodell im Informationszeitalter. Prozessportale bilden dabei die Kundenschnittstelle der Zukunft.