Sales and Service Dgtl Transformation: The Arrival of CRM3.0 Era

This book provides a systematic and comprehensive introduction to CRM3.0 in the dgtl era, which includes innovation in sales and service theoretical systems, in dgtl tools and products, in value evaluation systems, and in support systems, combined with cases of enterprises. It elaborates on sales in the dgtl era from different perspectives such as theoretical systems, business models, value output, and dgtl tools, as well as how to serve dgtl innovation and transformation. This book involves lots of charts, combined with cases of industry innovation and transformation of typical enterprises, to provide reference and inspiration for managers and practitioners in business especially who are in demand of dgtl transformation for enterprises, as well as the readers in business schools.

About the Author

Jun Yang engaged in the research and development, consulting, delivery, and sales of CRM products since 1999. Yang Jun is Senior CRM Expert in the Microsoft and previously served as the Senior Director of Haier's Global Service Dgtl Transformation (leading Haier's largest service transformation project in 10 years) and Director of IBM GBS Siebel CRM in China. As Member of Siebel's core engineering team, Yang Jun is participated in the development of first ever zero-footprint, sim-ship, smart web client CRM - Siebel 7.0 and participated in the numerous CRM projects of Wall Street financial clients in Siebel Canada.

Served clients include: Haier, Merrill Lynch, Goldman Sachs, Allstate, TASLY Pharmaceutical, Midea, Great Wall Motor, Yutong Bus, Hikvision, NCI, CMBC, China Construction Bank, CITIC Trust, Oriental Asset Management, Huatai Securities, Ningbo Bank, Sinolink Securities, Merck Sharp Dohme, Canon.