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Strategic Customer Management

101,99 €

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Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

30.03.2017

Abbildungen

158 b/w illus. 4 tables

Verlag

Cambridge University Press

Seitenzahl

546

Maße (L/B/H)

24,6/18,9/2,9 cm

Gewicht

1043 g

Sprache

Englisch

ISBN

978-1-107-64922-4

Beschreibung

Rezension

'Adrian Payne and Pennie Frow have written the best guide to understanding customer relationship management strategy. They have provided an excellent framework and illustrate it with a rich set of cases that both students and managers would profit from reading.' Philip Kotler, S. C. Johnson and Son Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern University

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

30.03.2017

Abbildungen

158 b/w illus. 4 tables

Verlag

Cambridge University Press

Seitenzahl

546

Maße (L/B/H)

24,6/18,9/2,9 cm

Gewicht

1043 g

Sprache

Englisch

ISBN

978-1-107-64922-4

Herstelleradresse

Libri GmbH
Europaallee 1
36244 Bad Hersfeld
DE

Email: gpsr@libri.de

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  • Produktbild: Strategic Customer Management
  • Produktbild: Strategic Customer Management
  • Part I. Introduction: 1. Strategic customer management; Part II. Relationship Marketing: 2. Relationship marketing: development and key concepts; Case study 2.1. Myspace - the rise and fall; Case study 2.2. Placemakers - success factors in the building supplies sector; 3. Customer value creation; Case study 3.1. BT (British Telecommunications) - creating new customer value propositions; Case study 3.2. Zurich Financial Services - building value propositions; 4. Building relationships with multiple stakeholders; Case study 4.1. AirAsia spreads its wings; Case study 4.2. The City Car Club, Helsinki - driving sustainable car use; 5. Relationships and technology: digital marketing and social media; Case study 5.1. Hippo in India - using Twitter to manage the supply chain; Case study 5.2. Blendtec - the 'will it blend' viral marketing initiative; Part III. Customer Relationship Management: Key Processes: 6. Strategy development; Case study 6.1. Tesco - the relationship strategy superstar; Case study 6.2. Samsung - from low-cost producer to product leadership; 7. Enterprise value creation; Case study 7.1. Coca-Cola in China - bringing fizz to the Chinese beverages market; Case study 7.2. Sydney Opera House - exploring value creation strategies; 8. Multi-channel integration; Case study 8.1. TNT - creating the perfect customer experience; Case study 8.2. Guinness - delivering the 'Perfect Pint'; 9. Information and technology management; Case study 9.1. Royal Bank of Canada - building client service commitment; Case study 9.2. The DVLA - innovating with CRM in the public sector; 10. Performance assessment; Case study 10.1. Sears - the service profit chain and the Kmart merger; Case study 10.2. The Multinational Software Company - driving results with a metrics dashboard; Part IV. Strategic Customer Management Implementation: 11. Organising for implementation; Annex: the comprehensive CRM audit; Case study 11.1. Nationwide Building Society fulfilling a CRM vision; Case study 11.2. Mercedes-Benz - building strategic customer management capability; Index.