Customer relationship management (CRM) strategies have become increasingly
important worldwide due to changes in expectations from customers as well as changes
in the nature of markets. This book puts forth a conceptualization that attempts to not
only outline CRM’s domain but also to reconcile the divergent perspectives found in the
academic and popular literature. Readers can see through measurable data-containing
examples how the theory is applied with great success by various real-life examples....
"Customer Relationship Management: The Winning Strategy in a Challenging Economy"
As the economic environment continues to fluctuate, many organizations are asking themselves what strategies they can pursue to bring tangible business benefits while taking stock of the economic conditions.
In a growth economy, businesses typically work hard to expand their customer base and spend aggressively to stoke the growth engine. When money is tight however, existing customer relationships grow in importance as organizations seek a cost-effective way to nurture business expansion.
Customer Relationship Management (CRM) is growing in importance due to the challenging business
environment faced by organizations throughout the world today. It is particularly critical in industries
undergoing changes in traditional channel configuration. CRM is a means of addressing increasing
competition, changing economic conditions and promotional dependence through the use of intimate
customer knowledge; knowledge gained through relationship development and past marketing programs.
Chapters 1 through 3 focus on the concept of CRM. Chapter
1 defines what CRM means in today’s business environment
and why only organizations with clear and effective CRM strategies
are destined for long-term success. Chapter 2 introduces
the Customer Service/Sales Profile model, a brand new tool for
understanding the dynamic relationship between stand-alone
service transactions, repeat customers, and the creation of wonderful
customer advocates who love to spread the good word
about you and your products and services.
In Marketing Insights from A to Z, Philip Kotler, one of the undisputed fathers of modern marketing, redefines marketing's fundamental concepts from A to Z, highlighting how business has changed and how marketing must change with it. This concise, stimulating book relays fundamental ideas fast for busy executives and marketing professionals. Marketing Insights from A to Z presents the enlightened and well-informed musings of a true master of the art of marketing based on his distinguished forty-year career in the business.
Chapter 8 - Enterprise business systems. In this chapter, you will learn to: Identify and give examples to illustrate the following aspects of customer relationship management, enterprise resource manage-ment, and supply chain management systems: Business processes supported, customer and business value provided, potential challenges and trends; understand the importance of managing at the enterprise level to achieve maximum efficiencies and benefits.
Công ty bạn đã sử dụng CRM chưa? Nếu bạn đã từng mua sản phẩm nước hoa của Calvin Klein tại www.drugstore.com, thì chắc hẳn bạn sẽ rất bất ngờ bởi thường xuyên nhận được thư chào hàng mỗi khi hãng này giới thiệu một loại hương liệu mới, hay Calvin Klein sẽ gửi cho bạn một e-mail kèm theo lời chào mời khuyến mãi hấp dẫn khi bạn mua hàng trở lại. Thật ra, không có gì là ngạc nhiên cả.
Khóa luận tốt nghiệp: Quản trị quan hệ khách hàng (customer relationship management) trong chiến lược cạnh tranh và bài học kinh nghiệm cho doanh nghiệp Việt Nam nhằm đưa ra các lý luận xoay quanh quản trị quan hệ khách hàng (CRM) và chiến lược cạnh tranh cũng như mối quan hệ giữa chúng, thực trạng ứng dụng CRM để rút ra những kinh nghiệm dành cho các doanh nghiệp trong nước.
Given the important role being played by knowledge management (KM) systems in the current
customer-centric business environment, there is a lack of a simple and overall framework to
integrate the traditional customer relationship management (CRM) functionalities with the
management and application of the customer-related knowledge, particularly in the context
of marketing decisions.
Over the past decade, executives have witnessed an explosion of management tools
such as Customer Relationship Management, Scenario and Contingency Planning,
and the Balanced Scorecard. Demands of increasing competition in the global
marketplace are driving the explosion, while accelerated, lower-cost delivery systems
for ideas and information have enabled it. Today the sheer volume of ideas can
overwhelm a management team.
CRM (Customer Relationship Management) hiểu nôm na là nghệ thuật xây dựng củng cố và phát triển quan hệ khách hàng. Đây là một thuật ngữ đã trở nên phố biến. Nó cho thấy một xu hướng quan trọng trong marketing từ chú trọng tăng doanh số bán hàng sang chú trọng quản trị quan hệ với khách hàng.
Constance (Connie) Porter is an Assistant Professor in the Marketing Department of Mendoza College of Business, University of Notre Dame. Porter researches trust and relationship management, with an emphasis on interactive, social-media marketing environments. Porter teaches courses in customer relationship management and marketing & technology, where students learn how to build and grow profitable relationships with customers, especially by leveraging the power of information and technology.
Like the dotcom organizations that went bust at the end of the last
century, CRM (Customer Relationship Management) is making a
powerful and dramatic comeback. Today, the most exciting growth
areas of the commerce are being found in the electronic arena. The
same is true of CRM.
In the late 1990s and early years of the 21st century, CRM was
offered up as the next wave of marketing. The tools and techniques
that would make traditional marketing obsolete
Yếu tố con người là một trong những yếu điểm của tiến trình áp dụng Custumer Relationship Management (CRM) trong doanh nghiệp. Ở đây, bạn cần hiểu biết thấu đáo và nắm vững các mục tiêu kinh doanh của công ty, cũng như những giá trị mà CRM hướng tới. Yêu cầu đặt ra là bạn, với tư cách một nhà quản lý cấp cao, cần tham gia ngay từ thời điểm triển khai CRM và phải dành ưu tiêu cho các hoạt động nhằm tối ưu hóa quá kết quả của hệ thống CRM.
Other titles in the Briefcase Books series include:
Customer Relationship Management by Kristin Anderson and Carol Kerr Communicating Effectively by Lani Arredondo Performance Management by Robert Bacal Recognizing and Rewarding Employees by R. Brayton Bowen Six Sigma for Managers by Greg Brue Motivating Employees by Anne Bruce and James S. Pepitone Leadership Skills for Managers by Marlene Caroselli Effective Coaching by Marshall J. Cook Conflict Resolution by Daniel Dana Project Management by Gary R. Heerkens Managing Teams by Lawrence Holpp Hiring Great People by Kevin C.
Business Marketing Management: B2B - Michael D. Hutt, Thomas W. Speh presentations on chapter 1 A business Marketing perspective, chapter 2 organizational bying behavior, chapter 3 custommer relationship management strategies forr business markets, chapter 4 Segmenting the business market and estimating segment demand, chapter 5 Business marketing planning: Strategic perspectives.
Many experts from the field of IT Service Management have assisted in putting
together this first edition of The Guide to IT Service Management Volume I. Without
these authors, who have done a lot of work to formulate their knowledge and insights
and put them down on paper, a book like this would not be possible. I owe these
authors my gratitude. The names of the authors are mentioned in their respective contributions,
but you can be assured that many more were involved in the writing and
evaluating of the final texts....