Profitable Kundenorientierung Durch Customer Relationship Management Crm
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Profitable Kundenorientierung Durch Customer Relationship Management Crm
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Author : Willy Schneider
language : de
Publisher: de Gruyter Oldenbourg
Release Date : 2008
Profitable Kundenorientierung Durch Customer Relationship Management Crm written by Willy Schneider and has been published by de Gruyter Oldenbourg this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with categories.
Angesichts der Vielzahl an Publikationen zum Thema Kundenorientierung hebt sich dieses Buch in folgenden Punkten von anderen Buchern ab: (a) wissenschaftlich fundierte Aufarbeitung des State of the Art auf dem Gebiet des CRM, (b) ohne dabei die technische Seite uberzubetonen und die Marketingperspektive zu vernachlassigen, (c) starker Bezug zur Praxis durch Veranschaulichung der theoretischen Ausfuhrungen anhand konkreter Fallbeispiele und Fragebogenauszuge, (d) konkrete, kompakte und ubersichtliche Darstellung."
Managing Customer Experience And Relationships
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Author : Don Peppers
language : en
Publisher: John Wiley & Sons
Release Date : 2016-11-14
Managing Customer Experience And Relationships written by Don Peppers and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-11-14 with Business & Economics categories.
Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.
Customer Relationship Management
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Author : V. Kumar
language : en
Publisher: Springer
Release Date : 2018-05-15
Customer Relationship Management written by V. Kumar and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-05-15 with Business & Economics categories.
This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.
Customer Relationship Management
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Author : Gerhard Raab
language : en
Publisher: CRC Press
Release Date : 2016-05-13
Customer Relationship Management written by Gerhard Raab and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-13 with Business & Economics categories.
Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead.
The Customer Marketing Method
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Author : Adam Curry
language : en
Publisher: Simon and Schuster
Release Date : 2002-01-18
The Customer Marketing Method written by Adam Curry and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-01-18 with Business & Economics categories.
Today the hottest new area of marketing is Customer Relationship Management (CRM) -- the discipline of identifying, attracting, and retaining a company¹s most valuable customers. Drawing upon more than ten years of testing, tryout, and implementation in hundreds of companies, CRM expert Jay Curry, and his Internet-expert son, Adam Curry, have written a clear, step-by-step guide to profiting from this exploding movement, with strategies that are aimed at the small and medium-sized business owners who need them most. Jay Curry explains how CRM can help managers boost profits by implementing a customer-focused strategy. Using easy-to-understand graphics, he introduces the customer pyramid -- segmented as "Top," "Big," "Medium," and "Small" -- to help the reader visualize, analyze, and improve customer profitability. Success comes to those who follow this three-step Customer Marketing Strategy: (1) get new customers into your pyramid; (2) move customers higher into your pyramid; (3) keep the customers in the pyramid. Combining practical how-to directives with vital CRM reference information, the book includes a case study, "InterTech," that allows readers to see customer-focused strategy in action. The final third of this practical, easy-to-read book is devoted to the Internet. Here Adam Curry introduces the "Permission Pyramid" and the "e-Customer Marketing Pyramid" to explain the nature of "virtual customer relationships" and how to use them to create, keep, and upgrade customers. This section includes mini-cases and tips to help managers use the Internet to complement current marketing and sales activities and ends with guidelines to test out the new paradigms of e-commerce. Throughout The Customer Marketing Method, the emphasis is always on practical steps to "make it happen." It is essential and timely reading for owners of small and medium-sized businesses as well as managers of small business units within larger firms.
Customer Relationship Management A Step
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Author : H. Peeru Mohamed
language : en
Publisher: Vikas Publishing House
Release Date : 2003-01-01
Customer Relationship Management A Step written by H. Peeru Mohamed and has been published by Vikas Publishing House this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-01-01 with Customer relations categories.
This book succinctly explains the cardinal principles of effective customer relationship management (CRM) acquiring, retaining and expanding customer base. The concepts, process, techniques, significance and architectural aspects of CRM are dealt in comprehensive manner. The book would serve as a useful source of reference for designing, developing and implementing CRM in any organization.
Customer Relationship Management
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Author : Roger J. Baran
language : en
Publisher: Taylor & Francis
Release Date : 2016-12-08
Customer Relationship Management written by Roger J. Baran and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-12-08 with Business & Economics categories.
This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.
Customer Relationship Management Bei Kreditinstituten
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Author : Philipp Eisele
language : de
Publisher: diplom.de
Release Date : 2002-10-07
Customer Relationship Management Bei Kreditinstituten written by Philipp Eisele and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-10-07 with Business & Economics categories.
Inhaltsangabe:Einleitung: Die Entwicklung von der modernen Industriegesellschaft zur Informations- und Dienstleistungsgesellschaft setzt die Finanzbranche unter zunehmenden Handlungsdruck, ein radikaler Wandel ist die Folge. Neue Herausforderungen entstehen einerseits durch vorhandenen Kostendruck, andererseits durch wachsenden Wettbewerbsdruck. Zahlreiche branchenfremde Unternehmen versuchen in Geschäftsfeldern Fuß zu fassen, in denen Banken bisher konkurrenzlos waren. Eine verstärkte Rivalität ruft einen Stagnations- und Verdrängungswettbewerb hervor. Zudem ist die Abnahme der Kundenloyalität nicht zu übersehen. Ziel der Kreditinstitute muss es sein auf die Veränderungen von Markt und Kundenverhalten mit einer bedingungslosen Kundenorientierung zu reagieren, d.h. einer Ausrichtung am Kundennutzen. Customer Relationship Management gehört in diesem Zusammenhang zu den am häufigsten verwendeten Schlagworten. CRM im Sinne meiner Diplomarbeit bezeichnet eine Unternehmensphilosophie, die den Kunden in den Mittelpunkt der Geschäftsprozesse stellt und mit der Unterstützung adäquater Softwarelösungen das Ziel verfolgt, profitable Kundenbeziehungen zu schaffen, zu entwickeln und zu erhalten. Die Umsetzung von CRM erfordert eine Neuausrichtung des gesamten Kreditinstituts an der Philosophie der Kundenorientierung. Die strategische, organisatorische und kulturelle Ausrichtung von Kreditinstituten muss sich, vor dem Hintergrund der Marktveränderungen, an den Kundenbedürfnissen und -prozessen orientieren. Die Gewinnung und Nutzung des Wissens über den Kunden wird zum strategischen Wettbewerbsfaktor bei Kreditinstituten. CRM bietet die Möglichkeit adäquat auf die aktuellen Herausforderung zu reagieren und betriebswirtschaftliche Vorteile zu realisieren. Inhaltsverzeichnis:Inhaltsverzeichnis: InhaltsverzeichnisI AbkürzungsverzeichnisII Abbildungsverzeichnis/TabellenverzeichnisIII 1.Problemstellung und Zielsetzung der Diplomarbeit1 2.Customer Relationship Management bei Kreditinstituten2 2.1Begriff und Inhalte des Customer Relationship Managements2 2.2Ausgangssituation5 2.2.1Bedrohung durch neue Konkurrenten5 2.2.2Abnehmende Kundenloyalität6 2.3Kundenorientierung7 2.3.1Vom Produktmarketing zum Beziehungsmarketing7 2.3.2Prozessorientierung9 2.3.3Wertschöpfungsnetzwerke10 2.3.4Finanzportale11 2.4Informationsgewinnung und -verarbeitung13 2.4.1Kundeninformationen als Schlüssel eines erfolgreichen Customer Relationship [...]
Customer Relationship Management
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Author : Cynthia Murray
language : en
Publisher: Createspace Independent Publishing Platform
Release Date : 2018-01-28
Customer Relationship Management written by Cynthia Murray and has been published by Createspace Independent Publishing Platform this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-01-28 with categories.
Customer Relationship Marketing is a powerful tool that many marketers are still overlooking today, yet it can make you more efficient and increase your marketing efforts. If someone asked you how many customers you had in your region, could you tell them ? If you were asked how many sales prospects, you had, would you know ? Using Customer Relationship Marketing, it is important to divide your customer data base into segments or regions, because if you don't when you send out that email message, everyone is going to get it and at best it will result in a low response and worse it will annoy customers and have them drop off. And much more !
Analytical Crm
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Author : Markus Wübben
language : en
Publisher: Springer Science & Business Media
Release Date : 2009-02-26
Analytical Crm written by Markus Wübben and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-02-26 with Business & Economics categories.
Using empirical analyses on the basis of sound theoretical foundations, Markus Wübben shows how customer relationships can be broadened, i.e., how customers’ cross-buying behavior can be stimulated and how customers’ relationship length and depth, meaning customers’ activity and purchase-levels, can be predicted.