Customer relationship management: Modern aspects of information technology application
探讨了信息技术在客户关系管理中的应用，包括运营CRM中的互联网、电子邮件等技术，以及分析CRM中的数据挖掘、网络挖掘等方法，并介绍了Web 2.0技术催生的CRM 2.0新模式。
The concept of Customer Relationship Management has emerged around the maxim on the essential importance of the customers for business success of the company. The vital role in the concept development is assigned to an employment of the various information communication technologies: in the scope of operational CRM that is the application of Internet technologies, web browsers, e-mails, POS terminals, call centers; on the other side, analytical CRM involves activities such as data mining, web mining, click stream analysis etc. Modern tendencies in the development of information-communication technologies have generated new communication models between company and its customers, therefore companies are not only focused on the products and services, but also on the communication channels and techniques with customers. On that ground many companies are accepting and using new tools belonging to the web 2.0 technologies which have produced the new CRM model - CRM 2.0.