Collaborative Customer Relationship Management - Taking CRM to the Next Level (Hardcover, 2004 ed.)

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.

General

Imprint:	Springer-Verlag
Country of origin:	Germany
Release date:	August 2003
First published:	2004
Editors:	Alexander H. Kracklauer • D. Quinn Mills • Dirk Seifert
Dimensions:	235 x 155 x 22mm (L x W x T)
Format:	Hardcover
Pages:	276
Edition:	2004 ed.
ISBN-13:	978-3-540-00227-7
Categories:	Books > Business & Economics > Business & management > Business strategy Books > Business & Economics > Business & management > Sales & marketing > Customer services
LSN:	3-540-00227-8
Barcode:	9783540002277

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