Customer Relationship Management

1. Introduction.- 1.1. Electronic Customer Care: New Chances - New Challenges.- 1.2. Goals and Addressees of this Book.- 1.3. Structure of the Book.- 2. ECC Fundamentals.- 2.1. Redesign of the Supplier-Customer Relationship.- 2.2. The Customer Buying Cycle (CBC) as Framework for the Analysis of the Supplier-Customer Relationship.- 2.3. The Customer Buying Cycle as Exemplified by a Software Company.- 3. ECC Information Technologies.- 3.1. Definition of ECC Information Technology.- 3.2. Structuring of ECC Information Technologies and Services.- 3.2.1. Requirements for ECC Classes.- 3.2.2. Derivation of ECC Classes.- 3.3. IT-Trends and the Effects on Electronic Customer Care.- 3.3.1. Multimedia/Interactivity.- 3.3.2. Standardization.- 3.3.3. Connectivity/e-Home.- 3.3.4. Intelligent Systems.- 3.3.5. Integration.- 3.3.6. "Multimode Access".- 3.3.7. Security.- 4. Trends in the Supplier-Customer Relationship.- 4.1. General (CBC-neutral) Trends in the Supplier-Customer Relationship.- 4.1.1. 24 Hour Service.- 4.1.2. Customer Self Service and Self Qualification.- 4.1.3. Individualization of the Supplier-Customer Relationship (One-to-One-Marketing).- 4.1.4. Push Information.- 4.1.5. Information on Specific Demand.- 4.1.6. New Business Mo.- 4.1.7. Target Group Specific One-Stop Shops ("Portals").- 4.2. Trends per Phase of the Customer Buying Cycle.- 4.2.1. Awareness Phase.- 4.2.2. Evaluation Phase.- 4.2.3. Sales Phase.- 4.2.4. After Sales Phase.- 4.3. Evaluation of IT-Use in the Supplier-Customer Relationship.- 4.3.1. Benefits of Electronic Customer Care.- 4.3.2. Supplier's Goals of Electronic Customer Care.- 5. Criteria for Successful ECC Solutions.- 5.1. Appropriateness of a Solution ("Focused Offer").- 5.2. Utilization of Redesign Potentials.- 5.3. Integration of ECC Information Systems and Use of Customer Information.- 6. Summary aud Overview CRM Market.- 6.1. Results.- 6.2. Future Development of Electronic Customer Care and its Effects.- 6.3. Overview CRM Market.- Appendix I: The ECC Database.- AI.1. Structure and Content of the ECC Database.- AI.2. List ofECC Case Studies (First Version of Database).- AI.3. List ofECC Case Studies (Second Version).- Appendix II: The ECC Interview.- AII.1. The ECC Questionnaire.- AII.2. Response to the Questionnaire.- References.