Collaborative Customer Relationship Management : Taking CRM to the Next Level
Editorial Reviews
Book Description
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. In this context, new strategic frameworks and cooperation with everybody along the whole value chain are needed to allow managers to deal with the changes in shopping patterns of consumers. 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 with a view to jointly develop customer bonding and loyalty. Experts from companies like McKinsey, Procter&Gamble, Accenture, and AC Nielsen, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.
Book Info
Text integrates new management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization into on holistic approach; with a view to jointly develop customer bonding and loyalty. For managers.
Collaborative Customer Relationship Management : Taking CRM to the Next Level,Alexander H. Kracklauer,D. Quinn Mills,Dirk Seifert,Springer,3540002278,Business & Economics,Business / Economics / Finance,Business logistics,Business/Economics,Customer Service,Customer relations,Delivery of goods,Management,Management - General,Strategic alliances (Business),Business & Economics / Marketing / General,Business strategy,Customer services
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