Holdings: Strategic customer management

Strategic customer management: integrating relationship marketing and CRM

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Bibliographic Details
Main Authors:	Payne, Adrian (Author), Frow, Pennie (Author)
Format:	Book
Language:	English
Published:	Cambridge [u.a.] Cambridge Univ. Press 2013
Edition:	1. publ.
Subjects:	aCustomer relationsxManagement Strategisches Management Kundenmanagement Beziehungsmarketing
Online Access:	Autorenbiografie Verlagsmeldung Inhaltsverzeichnis Inhaltsverzeichnis
Item Description:	Incl. bibliogr. references and index. - Hier auch später erschienene, unveränderte Nachdrucke.
Physical Description:	XVI, 529 S. graph. Darst.
ISBN:	9781107014961 9781107649224

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MARC


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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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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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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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