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Collaborative Customer Relationship Management

Taking Crm to the Next Level

By: Alexander H. Kracklauer, Daniel Quinn Mills, A. H. Kracklauer

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Hardcover | 8 August 2003

At a Glance

Hardcover
292 Pages

Dimensions(cm)
23.5 x 16.51 x 2.54

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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.

Industry 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)

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Non-Fiction Business & Management Business Strategy Management & Management Techniques Management of Specific Areas Distribution & Warehousing Management Sales & Marketing Customer Services Production of Quality Control Management

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Paperback

Published: 30th November 2010

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Preface to the Editors
Customer Management as the Origin of Collaborative Customer Relationship Management	p. 3
What Have We Learned so Far? Making CRM Make Money - Technology Alone Won't Create Value	p. 7
Collaborative Customer Relationship Management (CCRM)	p. 25
Case Study: Implementation of Collaborative Customer Relationship Management at Procter & Gamble	p. 46
The Integration of Supply Chain Management and Customer Relationship Management	p. 57
Case Study: ISCRM - A Study of the Business Benefits Achieved through Integrated Supply and Customer Relationship Management	p. 70
The Future of Collaborative Customer Relationship Management: Integrating Demand and Supply Chains	p. 77
Collaboration in CRM: Potential and Challenges of an Individualization Based Approach	p. 109
Building Customer Loyalty with Collaboration Nets: Four Models of Individualization Based CCRM	p. 133
Collaborative Customer Relationship Management from a Market Research Viewpoint	p. 155
Category Management: Why Now?	p. 173
CPFR - Views and Experiences at Procter & Gamble	p. 183
How to Scale Your CPFR-Pilot	p. 199
New Ways of Category Management	p. 217
Collaborative Category Management on the Internet - Basics to Create and Manage Consumer-Focused Assortments in Online-Shops	p. 229
Editors	p. 261
Contributing Authors	p. 263
Index	p. 269
Table of Contents provided by Blackwell. All Rights Reserved.

Collaborative Customer Relationship Management

Taking Crm to the Next Level

At a Glance

Hardcover

Industry Reviews

Shipping

How to return your order

Defective items

You Can Find This Book In

Other Editions and Formats

Paperback

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