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E-grāmata: Collaborative Customer Relationship Management: Taking CRM to the Next Level

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  • Formāts: PDF+DRM
  • Izdošanas datums: 07-Nov-2012
  • Izdevniecība: Springer-Verlag Berlin and Heidelberg GmbH & Co. K
  • Valoda: eng
  • ISBN-13: 9783540247104
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Collaborative Customer Relationship Management: Taking CRM to the Next LevelPalielināt
  • Formāts: PDF+DRM
  • Izdošanas datums: 07-Nov-2012
  • Izdevniecība: Springer-Verlag Berlin and Heidelberg GmbH & Co. K
  • Valoda: eng
  • ISBN-13: 9783540247104
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Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.

Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.

Recenzijas

From the reviews:









"This is a book that offers much educational benefit to practitioners and academics alike. Collaborative Customer Relationship Management consists of six parts and 13 chapters, each contributed by experts . is full of detailed information on customer relationship management and on category management. It is excellent for retail training, including some of the schools with programs in retail management. is an excellent book for use in large consumer products firms as it has something for everyone engaged in commerce." (Janis Dietz, Journal of Consumer Marketing Vol. 22(2), 2005)

1: Customer Relationship Management: The Basics.- 1: Customer Management
as the Origin of Collaborative Customer Relationship Management.- 2: What
Have We Learned so Far? Making CRM Make Money Technology Alone Wont Create
Value.- 2: Collaborative Customer Relationship Management How to Win in the
Market with Joint Forces.- 3: Collaborative Customer Relationship Management
(CCRM).- Case Study: Implementation of Collaborative Customer Relationship
Management at Procter & Gamble.- 4: The Integration of Supply Chain
Management and Customer Relationship Management.- Case Study: ISCRM A Study
of the Business Benefits Achieved through Integrated Supply and Customer
Relationship Management.- 5: The Future of Collaborative Customer
Relationship Management: Integrating Demand and Supply Chains.- 3: The Demand
Side: Collaborative Customer Relationship and Category Management.- 6:
Collaboration in CRM: Potentials and Challenges of an Individualization Based
Approach.- 7: Building Customer Loyalty with Collaboration Nets: Four Models
of Individualization Based CCRM.- 8: Collaborative Customer Relationship
Management from a Market Research Viewpoint.- 9: Category Management: Why
Now?.- 4: The Supply Side: Collaborative Planning, Forecasting and
Replenishment (CPFR) as a Tool to Support CCRM.- 10: CPFR Views and
Experiences at Procter & Gamble.- 11: How to Scale Your CPFR-Pilot.- 5:
Whats Next? Future of Collaborative Customer Relationship Management.- 12:
New Ways of Category Management.- 13: Collaborative Category Management on
the Internet Basics to Create and Manage Consumer-Focused Assortments in
Online-Shops.- 6: Conclusions and Key Takeaways.- Editors.- Contributing
Authors.
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