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. 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. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.
Publisher: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Number of pages: 276
Weight: 444 g
Dimensions: 235 x 155 x 15 mm
Edition: Softcover reprint of hardcover 1st ed. 2004
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)
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