Customer Relationship Management : Electronic Customer Care in the New Economy

This work describes the customer relationship using the concept of the customer buying cycle. For each phase of the customer buying cycle it shows how information technologies can be used to generate benefits either for the customer or for the company that implements the CRM tools.

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.