Strategic customer management: integrating relationship marketing and CRM
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Cambridge [u.a.]
Cambridge Univ. Press
2013
|
| Ausgabe: | 1. publ. |
| Schlagworte: | |
| Online-Zugang: | Autorenbiografie Verlagsmeldung Inhaltsverzeichnis Inhaltsverzeichnis |
| Beschreibung: | Incl. bibliogr. references and index. - Hier auch später erschienene, unveränderte Nachdrucke. |
| Beschreibung: | XVI, 529 S. graph. Darst. |
| ISBN: | 9781107014961 9781107649224 |
Internformat
MARC
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| 020 | |a 9781107649224 |c pbk |9 978-1-107-64922-4 | ||
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| 245 | 1 | 0 | |a Strategic customer management |b integrating relationship marketing and CRM |c Adrian Payne ; Pennie Frow |
| 250 | |a 1. publ. | ||
| 264 | 1 | |a Cambridge [u.a.] |b Cambridge Univ. Press |c 2013 | |
| 300 | |a XVI, 529 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Incl. bibliogr. references and index. - Hier auch später erschienene, unveränderte Nachdrucke. | ||
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Datensatz im Suchindex
| _version_ | 1804150145658388480 |
|---|---|
| adam_text | CONTENTS
List of Figures page
xi
Acknowledgements
xv
Part I Introduction
1
1
Strategic customer management
3
Part II Relationship marketing
37
2
Relationship marketing: Development and key concepts
39
Case:
2.1
Myspace
-
The rise and fall
72
Case:
2.2
PlaceMakers
-
success factors in the building supplies sector
75
3
Customer value creation
79
Case:
3.1
British Telecommunications
(ВТ)
-
creating new customer value
propositions
108
Case:
3.2
Zurich
lïnancial
Services
-
building value propositions
111
4
Building relationships with multiple stakeholders
116
Case:
4.1
AirAsia spreads its wings
144
Case:
4.2
The City Car Club, Helsinki
-
driving sustainable car use
148
5
Relationships and technology: Digital marketing and social media
152
Case: S.I Hippo in India
-
using Twitter to manage the supply chain
197
Case:
5.2
Blendtec
-
the will it blend viral marketing initiative
201
Part III Customer relationship management: Key processes
205
6
Strategy development
207
Case:
6.1
Tesco
-
the relationship strategy superstar
251
Case:
6.2
Samsung
-
from low-cost producer to product leadership
256
7
Enterprise value creation
261
Case:
7.1
Coca-Cola in China
-
bringing fizz to the Chinese [leverages market
289
Case:
7.2
Sydney Opera House
-
exploring value creation strategies
292
8
Multi-channel integration
299
Case:
8.1
TNT
-
creating the perfect customer transaction
34
1
Case:
8.2
Guinness
-
delivering the Perfect Pint
346
CONTENTS
9 Information
and technology management
350
Case:
9.1 Royal Bank
of Canada
-
building client service commitment
390
Case:
9.2
The DVLA
-
innovating with CRM in the public sector
392
10
Performance assessment
397
Case:
10.
1 Sears
-
the service profit chain and the Kmart merger
428
Case:
10.2
The Multinational Software Company
-
driving results with a metrics
dashboard
432
Part IV Strategic customer management implementation
435
11
Organising for implementation
437
Annex: The comprehensive CRM audit
478
Case:
11.1
Nationwide Building Society
-
fulfilling a CRM vision
488
Case:
11.2
Mercedes-Benz
-
building strategic customer management capability
491
Notes
497
Index
520
|
| any_adam_object | 1 |
| author | Payne, Adrian Frow, Pennie |
| author_GND | (DE-588)170783405 (DE-588)1071735365 |
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| author_sort | Payne, Adrian |
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| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 |
| callnumber-search | HF5415.5 |
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| callnumber-subject | HF - Commerce |
| classification_rvk | QP 620 |
| ctrlnum | (OCoLC)830935617 (DE-599)GBV726846074 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. publ. |
| format | Book |
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| id | DE-604.BV040805609 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T00:34:16Z |
| institution | BVB |
| isbn | 9781107014961 9781107649224 |
| language | English |
| lccn | 2012036778 |
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| spelling | Payne, Adrian Verfasser (DE-588)170783405 aut Strategic customer management integrating relationship marketing and CRM Adrian Payne ; Pennie Frow 1. publ. Cambridge [u.a.] Cambridge Univ. Press 2013 XVI, 529 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Incl. bibliogr. references and index. - Hier auch später erschienene, unveränderte Nachdrucke. aCustomer relationsxManagement Strategisches Management (DE-588)4124261-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Beziehungsmarketing (DE-588)4789127-0 gnd rswk-swf Strategisches Management (DE-588)4124261-0 s Beziehungsmarketing (DE-588)4789127-0 s Kundenmanagement (DE-588)4236865-0 s DE-604 Frow, Pennie Verfasser (DE-588)1071735365 aut http://www.loc.gov/catdir/enhancements/fy1302/2012036778-b.html Autorenbiografie http://www.loc.gov/catdir/enhancements/fy1302/2012036778-d.html Verlagsmeldung http://www.loc.gov/catdir/enhancements/fy1302/2012036778-t.html Inhaltsverzeichnis Digitalisierung UB Regensburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025785623&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Payne, Adrian Frow, Pennie Strategic customer management integrating relationship marketing and CRM aCustomer relationsxManagement Strategisches Management (DE-588)4124261-0 gnd Kundenmanagement (DE-588)4236865-0 gnd Beziehungsmarketing (DE-588)4789127-0 gnd |
| subject_GND | (DE-588)4124261-0 (DE-588)4236865-0 (DE-588)4789127-0 |
| title | Strategic customer management integrating relationship marketing and CRM |
| title_auth | Strategic customer management integrating relationship marketing and CRM |
| title_exact_search | Strategic customer management integrating relationship marketing and CRM |
| title_full | Strategic customer management integrating relationship marketing and CRM Adrian Payne ; Pennie Frow |
| title_fullStr | Strategic customer management integrating relationship marketing and CRM Adrian Payne ; Pennie Frow |
| title_full_unstemmed | Strategic customer management integrating relationship marketing and CRM Adrian Payne ; Pennie Frow |
| title_short | Strategic customer management |
| title_sort | strategic customer management integrating relationship marketing and crm |
| title_sub | integrating relationship marketing and CRM |
| topic | aCustomer relationsxManagement Strategisches Management (DE-588)4124261-0 gnd Kundenmanagement (DE-588)4236865-0 gnd Beziehungsmarketing (DE-588)4789127-0 gnd |
| topic_facet | aCustomer relationsxManagement Strategisches Management Kundenmanagement Beziehungsmarketing |
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| work_keys_str_mv | AT payneadrian strategiccustomermanagementintegratingrelationshipmarketingandcrm AT frowpennie strategiccustomermanagementintegratingrelationshipmarketingandcrm |
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