Strategic Use Of Crm
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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.
Strategic Use Of Crm
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Author : Vladimir Tosovic
language : en
Publisher: diplom.de
Release Date : 2001-09-26
Strategic Use Of Crm written by Vladimir Tosovic and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-09-26 with Business & Economics categories.
Inhaltsangabe:Abstract: CRM is a buzzword nowadays. This catchphrase has become the revenue driver for the consultants and a nightmare for the people responsible for its implementation. Although this topic receives broad media attention, the presented strategic CRM issues are very fuzzy. Attracted by the enormous revenue potential, there is a vast of CRM experts giving tips on the CRM strategies, which results in a very unclear and even contrary coverage of this subject. The companies feel that they need CRM, but as soon as they try to find out what that is and how could it be beneficial for their business, they get very diverse and vague answers. This work will seek to provide a consistent picture of CRM strategy and the underlying technology The focus of this paper is to offer a critical analysis of different strategic CRM concepts and integrate them into one CRM framework. As CRM is made possible by the technology developments, the understanding of opportunities provided by the underlying technology is necessary. Therefore the center of attention will be in the explanation of the interaction between the customer oriented strategy and the enabling technology. In order to uncover the essence of CRM, this paper will provide a look at the roots of CRM. It will explain the theoretical background of CRM and the new market challenges, which have been pushing the development of the CRM concept. Also the relationship between the customer satisfaction and the customer profitability must be evaluated, as satisfied customers is one of the main intentions of CRM. I want also to approach some practical issues of CRM. This study will seek to outline the findings about the bottom line impact of CRM and the issues on the accessibility of the customer information. Finally, with the last chapter I will try to close with useful recommendations regarding CRM strategy development and provide a conclusion on the results achieved in this work. Inhaltsverzeichnis:Table of Contents: List of Abbreviations CHAPTER 1 1.1Introduction1 1.2Problem Definition2 1.3Objectives of the study2 1.4Relevance of the study3 1.5Research methodology3 1.6Limitations of study3 CHAPTER 2 -The new challenges 2.1Changing customers5 2.2Theoretical background of CRM6 2.2.1The marketing paradigm shift6 2.2.2Relationship marketing7 2.2.3One-to-one marketing8 2.2.4Critics on relationship marketing9 2.2.5The new marketing model10 2.3Customer satisfaction and [...]
Strategic Customer Management
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Author : Adrian Payne
language : en
Publisher: Cambridge University Press
Release Date : 2013-03-28
Strategic Customer Management written by Adrian Payne and has been published by Cambridge University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-28 with Business & Economics categories.
Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field.
Customer Relationship Management
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Author : V. Kumar
language : en
Publisher: Springer Science & Business Media
Release Date : 2012-04-30
Customer Relationship Management written by V. Kumar 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 2012-04-30 with Business & Economics categories.
Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as 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.
Crm
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Author : Roger Joseph Baran
language : en
Publisher: Routledge
Release Date : 2013
Crm written by Roger Joseph Baran and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Business & Economics categories.
This book introduces students to CRM (customer relationship management), a strategic methodology that's being embraced in increasing numbers by organizations looking to gain a competitive advantage. With in-depth coverage of business and consumer markets in various vertical markets, the impact of new technology and more, it helps readers understand how an enhanced customer relationship environment can differentiate an organization in a highly competitive marketplace. Featuring the latest developments in the discipline, a cohesive approach, and pedagogical materials (including chapter exercises that connect theory with action), it is the one-stop-source for a comprehensive CRM course.
Customer Relationship Management
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Author : Francis Buttle
language : en
Publisher: Routledge
Release Date : 2009
Customer Relationship Management written by Francis Buttle and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
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
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Author : MICHAEL. PEARCE
language : en
Publisher:
Release Date : 2021-02-23
Customer Relationship Management written by MICHAEL. PEARCE and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-02-23 with categories.
The subject of the book is "Customer Relationship Management (CRM)." The target audience is multi-layered: * Businesses of all types and sizes from SME's upwards. Board Directors, Senior Managers and middle managers in CRM related functions: IT, Marketing, Sales, Customer Service etc. * MBA and masters' students and upper level graduates studying business related degrees. * Students or independent learners seeking CRM education or certification through organisations such as AARM (Association for the Advancement of Relationship Marketing). * Those pursuing professional qualifications in marketing through international organisations such as the Chartered Institute of Marketing. CRM first entered the business vocabulary in the early 90's; initially as a systems driven technical solution. It has since escalated in importance as system providers increased their market penetration of the business market and, in parallel, CRM's strategic importance gained more traction as it was recognised that CRM was, at its heart, a business model in the pursuit of sustainable profit. This was accentuated by the academic community starting to address the subject in the early 2000's.To-day, it is a universal business topic which has been re-engineered by the online shopping revolution in which the customer is firmly placed at the centre of the business. The current reality, however, is that, for the vast majority of businesses, CRM has not been adopted as a business philosophy and practicing business model. It has not been fully understood and therefore fully embraced and properly implemented. This book is designed to help the reader by stripping CRM down into its component parts under the umbrella of developing and executing a CRM strategy. It delves into and explains the role and relevance of the "C," "R" and "M" in CRM. It is a practical guide but set within a strategic framework. The outage is clear actionable insights and how to go about converting them into delivery. It is written in an easily digestible, non-academic style. It is intended that the reader can relate to the subject as part of "real" business whilst treating the subject with the utmost respect. In so doing, really engaging and involving the reader.
Handbook Of Crm
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Author : Adrian Payne
language : en
Publisher: Routledge
Release Date : 2006
Handbook Of Crm written by Adrian Payne and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with Business & Economics categories.
The professional and student marketer's ultimate reference and handbook for strategic CRM.
Social Customer Relationship Management Social Crm In The Era Of Web 4 0
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Author : Ammari, Nedra Bahri
language : en
Publisher: IGI Global
Release Date : 2022-06-24
Social Customer Relationship Management Social Crm In The Era Of Web 4 0 written by Ammari, Nedra Bahri and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-06-24 with Business & Economics categories.
The advent of Web 2.0 has led to a rebalancing of power between the customer and the company through the consumer's voice about the brand and referral behavior via electronic word of mouth. Customer opinions within the virtual brand communities can have a vast impact on a company’s sales and image. It is crucial for companies to promote and use customer contributions in order to enhance their brand image, retain customers, and develop their marketing strategy. Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 provides relevant theoretical frameworks and the latest results of empirical research on the strategic role of marketing 2.0, digital customer experience, and social customer relationship management on social networks. Covering a range of topics such as disruptive marketing, artificial intelligence, and customer behavior, this reference work is ideal for marketers, IT practitioners, CRM specialists, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.