• New organizational structures for e-CRM - How to ensure your company's people, skills and processes work together to manage e-CRM challenges.
• How to manage the e-CRM change programme - Ready-made frameworks and techniques to help your e-CRM change programme stay on track.
• Launch a stand-alone dot.com or evolve the current organization? - Case reports of companies which have taken both approaches provide an insight into the opportunities and trouble-spots.
• Solutions to and advice on many of the key IT issues - How to achieve integration, how to draw up a vendor shortlist, essential analytical tools which help drive your e-CRM strategy, important lessons in email marketing and more.
• Key lessons in collecting and managing data for e-CRM - Essential skills for deploying analytical tools and creating a holistic view of the customer.
• One-stop guide to email marketing - Get to grips with the important issues surrounding data collection, data protection laws, email automation tools, process and service level agreements.
• Measurement tools and techniques for e-CRM - Discover the opportunities offered by models such as the balanced scorecard and Drivers of Customer Performance models, plus new metrics including share of wallet, lifetime value, retention rate and innovative measures for web site performance.

Best practice, in-depth case studies reveal how today's companies are using their web sites, what they are offering through them and how their e-CRM strategies are impacting on the bottom-line.