E-CRM: Personalisation Technologies for the Web [Paperback]

Retail - Whether you already have a web presence, or you are considering your options before building a site, you need to know how you can see a return on your considerable investment. Find out how you can maximise the information you may already have gained through dealing with your customers and how you can gather more through personalisation in e-CRM: Personalisation technologies for the Web.
Finance - With more entrants into this marketplace, you need to maximise the knowledge you have about your customers. Only by embracing the opportunities e-CRM offers will you be able to maximise market share.

dotcoms - As the traditional bricks and mortar retailers increasingly establish an online presence, how do you stay one jump ahead? e-CRM: Personalisation technologies for the Web guides you through the multiple approaches you can take to increase customer retention and give you the opportunity to operate profitably.

Telcos - You are increasingly marketing your products on-line. An understanding of this new technology is essential especially as you move into supporting mobile commerce.

Product Vendors - The e-CRM market is growing quickly and your customers have high expectations. But how can you successfully position both your products and your company for survival and success in this rapidly changing market? Find out in e-CRM: Personalisation technologies for the Web.

Systems Integrators and Consultants - Your clients will be increasingly demanding information and advice about customer management for their on-line clients. You need to understand the new market opportunities and issues involved in the move to e-CRM, who are the new suppliers and what are their strategies to be able to offer best advice.

Get the business vision right. If your killer business model isn't supported by existing software, think seriously about building software to enable the vision.
Implement features incrementally, only after you are sure that the scalability, security and architecture exist to support them.
Sticky sites need complex personalisation and customer relationship management.
The biggest technical challenge is complexity. Business-to-consumer commerce involves rapidly changing content and business rules. Simple off-the-shelf web shops can freeze your business, so look for process workflow, eCRM and web content management software that gives good support to changing business needs.
Don't take the vendor's word for it - or the reference site that got the software for free. Try software before you buy it.
Build and buy. Don't build everything from scratch: use existing software and pre-built components where you can.