Customer Relationship Management : Electronic Customer Care in the New Economy Book

1	Introduction	1
1.1	Electronic Customer Care: New Chances - New Challenges	1
1.2	Goals and Addressees of this Book	4
1.3	Structure of the Book	6
2	ECC Fundamentals	9
2.1	Redesign of the Supplier-Customer Relationship	9
2.2	The Customer Buying Cycle (CBC) as Framework for the Analysis of the Supplier-Customer Relationship	12
2.3	The Customer Buying Cycle as Exemplified by a Software Company	17
3	ECC Information Technologies	21
3.1	Definition of ECC Information Technology	21
3.2	Structuring of ECC Information Technologies and Services	24
3.3	IT-Trends and the Effects on Electronic Customer Care	29
4	Trends in the Supplier-Customer Relationship	45
4.1	General (CBC-neutral) Trends in the Supplier-Customer Relationship	46
4.2	Trends per Phase of the Customer Buying Cycle	62
4.3	Evaluation of IT-Use in the Supplier-Customer Relationship	73
5	Criteria for Successful ECC Solutions	79
5.1	Appropriateness of a Solution ("Focused Offer")	80
5.2	Utilization of Redesign Potentials	82
5.3	Integration of ECC Information Systems and Use of Customer Information	84
6	Summary and Overview CRM Market	89
6.1	Results	89
6.2	Future Development of Electronic Customer Care and its Effects	92
6.3	Overview CRM Market	95
App. I	The ECC Database	99
App. II	The ECC Interview	121
	References	123
	Glossary	129
	Index	133