經典客戶關管理（英文PPT 103頁）

Content Page
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

..............................