Collaborative Customer Relationship Management
Taking CRM to the Next Level
(Sprache: Englisch)
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...
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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.
Inhaltsverzeichnis zu „Collaborative Customer Relationship Management “
- Customer Relationship Management: The Basics: Customer Management as the Origin of Collaborative Customer Relationship Management- What Have We Learned so Far? Making CRM Make Money - Technology Alone Won't Create Value. Collaborative Customer Relationship Management - How to Win in the Market with Joint Forces: CCRM; Case Study: Implementation of Collaborative Customer Relationship Management at Procter & Gamble
- 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
- The Future of Collaborative Customer Relationship Management: Integrating Demand and Supply Chains. The Demand Side: Collaborative Customer Relationship and Category Management: Collaboration in CRM: Potentials and Challenges of an Individualization Based Approach
- Building Customer Loyalty with Collaboration Nets: Four Models of Individualization Based CCRM
- CCRM from a Market Research Viewpoint
- Category Management: Why Now? The Supply Side: Collaborative Planning, Forecasting and Replenishment (CPFR) as a Tool to Support CCRM: CPFR - Views and Experiences at Procter & Gamble
- How to Scale Your CPFR-Pilot. What's Next? - The Future of Collaborative Customer Relationship Management: New Ways of Category Management
- Collaborative Category Management on the Internet - Basics to Create and Manage Consumer-Focused Asortments in Online-Shops. Conclusions and Key Takeaways.
Autoren-Porträt
Dr. Dirk Seifert (geb. 1970) ist Direktor bei der Bertelsmann e-Commerce Group. Zuvor war er Leiter der Strategie-Beratung von Valtech Deutschland. Weitere berufliche Stationen waren das Category Management der Procter&Gamble GmbH und das internationale Pharma-Marketing der Bayer AG, Leverkusen. Studium der Betriebswirtschaftslehre, Schwerpunkt Marketing und Unternehmensführung, an der Universität Lüneburg und der University of California at Berkeley.Prof. Dr. Dirk Seifert ist Visiting Scholar an der Harvard Business School. Zuvor war er Direktor bei der Bertelsmann AG. Seine Arbeitsschwerpunkte sind Efficient Consumer Response, Collaborative Planning, Forecasting and Replenishment (CPFR), Multi-Channel-Management und Strategic Retail Management.
Bibliographische Angaben
- 2003, 2004, 276 Seiten, 110 Abbildungen, Masse: 16 x 24,1 cm, Gebunden, Englisch
- Herausgegeben:Kracklauer, Alexander H.; Mills, D. Quinn; Seifert, Dirk
- Herausgegeben: Alexander H. Kracklauer, Dirk Seifert, D. Quinn Mills
- Verlag: Springer
- ISBN-10: 3540002278
- ISBN-13: 9783540002277
- Erscheinungsdatum: 08.08.2003
Sprache:
Englisch
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