Collaborative Customer Relationship Management : Taking Crm to the Next Level
Kracklauer, Alexander H. (EDT); Mills, D. Quinn (EDT); Mills, Daniel Quinn (EDT); Seifert, Dirk (EDT)
Language: English
Published by Springer, 2003
- Hardcover
- New
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- Title
- Collaborative Customer Relationship Management : Taking Crm to the Next Level
- Author
- Kracklauer, Alexander H. (EDT); Mills, D. Quinn (EDT); Mills, Daniel Quinn (EDT); Seifert, Dirk (EDT)
- Publisher
- Springer
- Publication year
- 2003
- Condition
- New
- Binding
- Hardcover
- Language
- English
- ISBN 10
- 3540002278
- ISBN 13
- 9783540002277
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.
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From the Back Cover
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.
"Collaborative CRM is the next generation of CRM."
Hasso Plattner, founder and CEO of SAP
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