The ultimate CRM handbook: strategies and concepts for building enduring customer loyalty and profitability
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Berkeley, Calif. u.a.
McGraw-Hill
2003
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | viii, 353 S. |
| ISBN: | 0071409351 |
Internformat
MARC
| LEADER | 00000nam a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV019637912 | ||
| 003 | DE-604 | ||
| 005 | 20050812 | ||
| 007 | t | ||
| 008 | 041217s2003 xxu |||| 00||| eng d | ||
| 020 | |a 0071409351 |9 0-07-140935-1 | ||
| 035 | |a (OCoLC)248763619 | ||
| 035 | |a (DE-599)BVBBV019637912 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 044 | |a xxu |c US | ||
| 049 | |a DE-M347 |a DE-945 |a DE-1049 | ||
| 082 | 0 | |a 658.812 | |
| 084 | |a QQ 250 |0 (DE-625)141969: |2 rvk | ||
| 245 | 1 | 0 | |a The ultimate CRM handbook |b strategies and concepts for building enduring customer loyalty and profitability |c John G. Freeland Ed. |
| 264 | 1 | |a Berkeley, Calif. u.a. |b McGraw-Hill |c 2003 | |
| 300 | |a viii, 353 S. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 0 | 7 | |a Kundenbindung |0 (DE-588)4384508-3 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Kundenmanagement |0 (DE-588)4236865-0 |2 gnd |9 rswk-swf |
| 655 | 7 | |0 (DE-588)4143413-4 |a Aufsatzsammlung |2 gnd-content | |
| 689 | 0 | 0 | |a Kundenmanagement |0 (DE-588)4236865-0 |D s |
| 689 | 0 | 1 | |a Kundenbindung |0 (DE-588)4384508-3 |D s |
| 689 | 0 | |C b |5 DE-604 | |
| 700 | 1 | |a Freeland, John G. |e Sonstige |4 oth | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012966860&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-012966860 | ||
Datensatz im Suchindex
| _version_ | 1804133008596271104 |
|---|---|
| adam_text | Contents
Preface vii
Acknowledgments ix
Part 1 The New CRM Imperative 1
Chapter 1 The New CRM Imperative 3
John G. Freeland
Part 2 Setting the Strategy 11
Chapter 2 Introduction: Strategy First, Then CRM 13
Steven S. Ramsey
Chapter 3 Customer Strategy: Whom Do You Want to Reach? 18
Clive Whitehouse, Ruth E. Spencer, and Michael Payne
Chapter 4 Brand Strategy: Why Brand Is at the Forefront
of Next Generation CRM 30
Stephen F. Dull
Chapter 5 Channel Strategy: Avoiding Channel Conflicts 44
Paul F. Nunes, Bruce W. Bendix, and John B. Goodman
Chapter 6 CRM Strategy: Capabilities for Creating
the Customer Experience 54
Brian K. Crockett
Part 3 Gaining Customer Insights 65
Chapter 7 Introduction: Gaining Customer Insights
in a World of Change and Uncertainty 67
J. Patrick O Halloran
iii
iv Contents
Chapter 8 The Critical Element: Using Data to Become
a Customer Centric Organization 72
Shep Parke and Holly Porter
Chapter 9 The Foundation of Insight: Three Approaches
to Customer Centric Understanding 78
Brian K. Crockett and Kenneth L. Reed
Chapter 10 Silence Is Golden: The Emerging
Opportunities of Silent Commerce 85
Timothy Stephens
Chapter 11 Beyond the Data: Making the Most
of Customer Knowledge 94
Jeanne G. Harris and Thomas H Davenport
Chapter 12 More Than Data Warehousing:
An Integrated View of the Customer 102
Kevin N. Quiring and Nancy K. Mullen
Part 4 Reinventing Customer Contact 109
Chapter 13 Making Customer Interaction
More Profitable 111
Philip J. Tamminga
Chapter 14 Let s Talk: Applying the Art of Conversation
to Customer Contact 118
Brian A. Johnson and Paul E Nunes
Chapter 15 Collaboration: Effective Personalization s
Missing Ingredient 126
Paul F Nunes
Chapter 16 Untethered Relationships: How Wireless
Is Changing Customer Contact 135
John C. Beck, Patrick D. Lynch, and Mitchell E. Wade
Chapter 17 Aligned Goals: Transforming Customer
Interactions 145
Robert E. Wollan and Paul F. Nunes
Chapter 18 Partner Relationship Management:
The Next Generation of the Extended Enterprise 153
Marc F. Hayes and Ron Ref
Contents v
Chapter 19 Mission Critical Workforces: Developing
a Source of Value 165
Dorothy V. VonDette and Patrick Mosher
Chapter 20 The Message Must Go Through: Messaging
Technologies and Customer Care 174
Marc F. Hayes
Chapter 21 Customer Centric Service Management:
Maximizing Life Cycle Revenue for OEMs 181
Dean J. Teglia and Luis Vassal lo
Part 5 Transforming Marketing 189
Chapter 22 Introduction: Bringing Rigor and Discipline
to Creative Pursuits 191
Brian A. Johnson and Steven S. Ramsey
Chapter 23 Market Madness: The State of Marketing
Campaign Management 198
J. Patrick O Halloran, Theodore Ansusinha, Shep Parke,
and Mark C. Giometti
Chapter 24 The Next Frontier: Just in Time Marketing 212
J. Patrick O Halloran and Todd R. Wagner
Chapter 25 The New Integrated Marketing 221
Paul F. Nunes
Chapter 26 Marketing by the Numbers: How to
Optimize Marketing ROI 231
Jeffrey Merrihue
Chapter 27 The Case for Marketing Resource
Management 242
Naveen K. Jain and Marianne Seiler
Part 6 CRMatWork 255
Chapter 28 Communications: Recovering from the Fall,
Repositioning for the Future 257
Julie F Nelson
Chapter 29 Government: Giving the People
What They Want 269
Sean Shine and Craig B. Cornelius
vi Contents
Chapter 30 Manufacturing: Gradual Shift from Product
to Customer 280
Gregory J. Supron
Chapter 31 Resources: CRM Is a Competitive Necessity 292
James O. Etheredge
Chapter 32 Retail: Customer Demands Intensify
the Pressure for CRM 303
Brian Kalms and Dennis A. Mullahy
Notes 313
Glossary 320
Contributing Authors 329
Index 339
|
| any_adam_object | 1 |
| building | Verbundindex |
| bvnumber | BV019637912 |
| classification_rvk | QQ 250 |
| ctrlnum | (OCoLC)248763619 (DE-599)BVBBV019637912 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01469nam a2200373zc 4500</leader><controlfield tag="001">BV019637912</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20050812 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">041217s2003 xxu |||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0071409351</subfield><subfield code="9">0-07-140935-1</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)248763619</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV019637912</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="044" ind1=" " ind2=" "><subfield code="a">xxu</subfield><subfield code="c">US</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-M347</subfield><subfield code="a">DE-945</subfield><subfield code="a">DE-1049</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.812</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QQ 250</subfield><subfield code="0">(DE-625)141969:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">The ultimate CRM handbook</subfield><subfield code="b">strategies and concepts for building enduring customer loyalty and profitability</subfield><subfield code="c">John G. Freeland Ed.</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Berkeley, Calif. u.a.</subfield><subfield code="b">McGraw-Hill</subfield><subfield code="c">2003</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">viii, 353 S.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenbindung</subfield><subfield code="0">(DE-588)4384508-3</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="655" ind1=" " ind2="7"><subfield code="0">(DE-588)4143413-4</subfield><subfield code="a">Aufsatzsammlung</subfield><subfield code="2">gnd-content</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Kundenbindung</subfield><subfield code="0">(DE-588)4384508-3</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="C">b</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Freeland, John G.</subfield><subfield code="e">Sonstige</subfield><subfield code="4">oth</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012966860&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-012966860</subfield></datafield></record></collection> |
| genre | (DE-588)4143413-4 Aufsatzsammlung gnd-content |
| genre_facet | Aufsatzsammlung |
| id | DE-604.BV019637912 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-09T20:01:53Z |
| institution | BVB |
| isbn | 0071409351 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-012966860 |
| oclc_num | 248763619 |
| open_access_boolean | |
| owner | DE-M347 DE-945 DE-1049 |
| owner_facet | DE-M347 DE-945 DE-1049 |
| physical | viii, 353 S. |
| publishDate | 2003 |
| publishDateSearch | 2003 |
| publishDateSort | 2003 |
| publisher | McGraw-Hill |
| record_format | marc |
| spelling | The ultimate CRM handbook strategies and concepts for building enduring customer loyalty and profitability John G. Freeland Ed. Berkeley, Calif. u.a. McGraw-Hill 2003 viii, 353 S. txt rdacontent n rdamedia nc rdacarrier Kundenbindung (DE-588)4384508-3 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf (DE-588)4143413-4 Aufsatzsammlung gnd-content Kundenmanagement (DE-588)4236865-0 s Kundenbindung (DE-588)4384508-3 s b DE-604 Freeland, John G. Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012966860&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | The ultimate CRM handbook strategies and concepts for building enduring customer loyalty and profitability Kundenbindung (DE-588)4384508-3 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4384508-3 (DE-588)4236865-0 (DE-588)4143413-4 |
| title | The ultimate CRM handbook strategies and concepts for building enduring customer loyalty and profitability |
| title_auth | The ultimate CRM handbook strategies and concepts for building enduring customer loyalty and profitability |
| title_exact_search | The ultimate CRM handbook strategies and concepts for building enduring customer loyalty and profitability |
| title_full | The ultimate CRM handbook strategies and concepts for building enduring customer loyalty and profitability John G. Freeland Ed. |
| title_fullStr | The ultimate CRM handbook strategies and concepts for building enduring customer loyalty and profitability John G. Freeland Ed. |
| title_full_unstemmed | The ultimate CRM handbook strategies and concepts for building enduring customer loyalty and profitability John G. Freeland Ed. |
| title_short | The ultimate CRM handbook |
| title_sort | the ultimate crm handbook strategies and concepts for building enduring customer loyalty and profitability |
| title_sub | strategies and concepts for building enduring customer loyalty and profitability |
| topic | Kundenbindung (DE-588)4384508-3 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Kundenbindung Kundenmanagement Aufsatzsammlung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012966860&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT freelandjohng theultimatecrmhandbookstrategiesandconceptsforbuildingenduringcustomerloyaltyandprofitability |