Editors:
With case studies written by leading experts of top companies (e.g. McKinsey, Procter & Gamble)
The reader will learn how to improve his sales, optimize his marketing spendings and his marketing efficiency
The editors are from Harvard Business School
Includes supplementary material: sn.pub/extras
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Table of contents (16 chapters)
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Front Matter
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Customer Relationship Management: The Basics
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Front Matter
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Collaborative Customer Relationship Management — How to Win in the Market with Joint Forces
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Front Matter
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The Demand Side: Collaborative Customer Relationship and Category Management
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Front Matter
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The Supply Side: Collaborative Planning, Forecasting and Replenishment (CPFR) as a Tool to Support CCRM
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Front Matter
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What’s Next? — The Future of Collaborative Customer Relationship Management
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Front Matter
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About this book
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.
Reviews
From the reviews:
"This is a book that offers much educational benefit to practitioners and academics alike. … Collaborative Customer Relationship Management consists of six parts and 13 chapters, each contributed by experts … . is full of detailed information on customer relationship management and on category management. It is excellent for retail training, including some of the schools with programs in retail management. … is an excellent book for use in large consumer products firms as it has something for everyone engaged in commerce." (Janis Dietz, Journal of Consumer Marketing Vol. 22(2), 2005)
Editors and Affiliations
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Harvard Business School, Soldiers Field, Boston, USA
Alexander H. Kracklauer, D. Quinn Mills, Dirk Seifert
Bibliographic Information
Book Title: Collaborative Customer Relationship Management
Book Subtitle: Taking CRM to the Next Level
Editors: Alexander H. Kracklauer, D. Quinn Mills, Dirk Seifert
DOI: https://doi.org/10.1007/978-3-540-24710-4
Publisher: Springer Berlin, Heidelberg
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eBook Packages: Springer Book Archive
Copyright Information: Springer-Verlag Berlin Heidelberg 2004
Hardcover ISBN: 978-3-540-00227-7Published: 08 August 2003
Softcover ISBN: 978-3-642-05529-4Published: 30 November 2010
eBook ISBN: 978-3-540-24710-4Published: 07 November 2012
Edition Number: 1
Number of Pages: XI, 276
Topics: Marketing, Management, Operations Management