Collaborative Customer Relationship Management: Taking CRM to the Next Level - Softcover

Softcover

ISBN 10: 364205529X ISBN 13: 9783642055294

Verlag: Springer, 2010

Inhaltsangabe

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.

Über diesen Titel

Über die Autorin bzw. den Autor

Dr. Dirk Seifert (geb. 1970) ist Direktor bei der Bertelsmann e-Commerce Group. Zuvor war er Leiter der Strategie-Beratung von Valtech Deutschland. Weitere berufliche Stationen waren das Category Management der Procter&Gamble GmbH und das internationale Pharma-Marketing der Bayer AG, Leverkusen. Studium der Betriebswirtschaftslehre, Schwerpunkt Marketing und Unternehmensführung, an der Universität Lüneburg und der University of California at Berkeley.

Prof. Dr. Dirk Seifert ist Visiting Scholar an der Harvard Business School. Zuvor war er Direktor bei der Bertelsmann AG. Seine Arbeitsschwerpunkte sind Efficient Consumer Response, Collaborative Planning, Forecasting and Replenishment (CPFR), Multi-Channel-Management und Strategic Retail Management.

Von der hinteren Coverseite

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 

Details zur Ausgabe

• Verlag: Springer
• Erscheinungsdatum: 2010
• Sprache: Englisch
• ISBN 10: 364205529X
• ISBN 13: 9783642055294
• Einband: Taschenbuch
• Anzahl der Seiten: 287
• Herausgeber: Kracklauer Alexander H., Mills D. Quinn, Seifert Dirk
• Kontakt zum Hersteller: Springer Nature Customer Service Center GmbH; ProductSafety@springernature.com; ; Europaplatz 3; Heidelberg; 69115; Deutschland