A. Introduction 3
B. Project objectives and scope 12
C. Approach 16
C.1 CRM target setting 19
C.2 CRM strategy and technology concept 34
C.3 CRM implementation 74
D. References 77
E. Appendix: Supporting tools to implement CRM 81
E.1 The Internet as a supporting CRM tool 82
E.2 The call center as a supporting CRM tool 93
.gif){kind=small}
