"An eye-level look at e-CRM that leaves out the hype and exposes the difficulties. On-the-nose perspectives and first-hand accounts provide an education so you won't have to take it on the chin when managing your own customer-centric projects." - Jim Sterne, Target Marketing of Santa Barbara

• How and where e-CRM can impact on profitability
• How to ensure e-CRM is an integrated part of your customer management strategy, not an add-on initiative
• Get fit for e-CRM - new organizational structures for new ways of managing customers
• The IT issues - all the practical advice and guidance you need
• Case studies of e-CRM success at leading companies

e-Business is set to be big business. But until now the focus has been on making the sale - little thought has been given to the customer. Once acquired, how do you manage and sustain that relationship? e-CRM: Customer Management Strategies for e-Business is a comprehensive route map for leveraging customer value through on-line customer management.

e-CRM is not compulsory. Managing your customers through on-line channels might even prove to be inappropriate for your organization. But taking a strategic approach to e-CRM - understanding the cost base and the contribution made by each channel to customer lifetime value - is critical.

e-CRM: Customer Management Strategies for e-Business provides the facts, figures and analysis of the key e-CRM opportunities and challenges so you can plan the strategic direction of your customer management programme. This report will enable you to develop a CRM strategy which fits your customer base by integrating both on-line and off-line customer management activities to meet customer expectations. It reveals: