求关于CRM（客户关系管理系统）的英文原版书或文章

求关于CRM（客户关系管理系统）的英文原版书或文章
如题啊,帮帮忙!论文急用!
最好有翻译！！

CRM,or Customer relationship management,is a number of strategies and technologies that are used to build stronger relationships between companies and their customers.A company will store information that is related to their customers,and they will spend time analyzing it so that it can be used for this purpose.
Some of the methods connected with CRM are automated,and the purpose of this is to create marketing strategies which are targeted towards specific customers.The strategies used will be dependent on the information that is contained within the system.Customer relationship management is commonly used by corporations,and they will focus on maintaining a strong relationship with their clients.
There are a number of reasons why CRM has become so important in the last 10 years.The competition in the global market has become highly competitive,and it has become easier for customers to switch companies if they are not happy with the service they receive.One of the primary goals of CRM is to maintain clients.When it is used effectively,a company will be able to build a relationship with their customers that can last a lifetime.Customer relationship management tools will generally come in the form of software.Each software program may vary in the way it approaches CRM.It is important to realize that CRM is more than just a technology.
Customer relationship management could be better defined as being a methodology,an approach that a company will use to achieve their goals.It should be directly connected to the philosophy of the company.It must guide all of its policies,and it must be an important part of customer service and marketing.If this is not done,the CRM system will become a failure.There are a number of things the ideal CRM system should have.It should allow the company to find the factors that interest their customers the most.A company must realize that it is impossible for them to succeed if they do not cater to the desires and needs of their customers.Customer relationship management is a powerful system that will allow them to do this.
It is also important for the CRM system to foster a philosophy that is oriented towards the customers.While this may sound like common sense,there are a sizeable number of companies that have failed to do it,and their businesses suffered as a result.With CRM,the customer is always right,and they are the most important factor in the success of the company.It is also important for the company to use measures that are dependent on their customers.This will greatly tip the odds of success in their favor.While CRM should not be viewed as a technology,it is important to realize that there are end to end processes that must be created so that customers can be properly served.In many cases,these processes will use computers and software.
Customer support is directly connected to CRM.If a company fails to provide quality customer support,they have also failed with their CRM system.When a customer makes complaints,they must be handled quickly and efficiently.The company should also seek to make sure those mistakes are not repeated.When sales are made,they should be tracked so that the company can analyze them from various aspects.It is also important to understand the architecture of Customer relationship management.The architecture of CRM can be broken down into three categories,and these are collaborative,operational,and analytical.The collaborative aspect of CRM deals with communication between companies and their clients.