Managing customer relationships using customer care techniques: strategy development of an international enterprise
In today’s global business environment, Customer Relationship Management (CRM) has become key to the success of many international enterprises. Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise offers a comprehensive analysis of this...
Gespeichert in:
| Hauptverfasser: | , , , |
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| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boca Raton ; London ; New York
CRC Press
2024
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Zusammenfassung: | In today’s global business environment, Customer Relationship Management (CRM) has become key to the success of many international enterprises. Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise offers a comprehensive analysis of this crucial business aspect, focusing on how companies can effectively manage their customer relationships in the context of global expansion. This book stands out with its unique approach to CRM, blending theory with practice and providing readers with a deep understanding of how CRM influences the strategies of international enterprises.The book is divided into four main parts, each focusing on a different aspect of customer relationship management. The first part focuses on creating strategies in the context of customer relationships in international enterprises, the second part discusses the essence of the CRM concept in companies, the third part delves into the strategy of a global enterprise from the customer relationship perspective, and the fourth part centers on the evaluation and optimization of customer care strategy in modern business.Key Features:• In-depth analysis of the CRM concept in the context of international business.• Discussion on the evolution of the CRM idea over the years.• Introduction to integrated customer relationship management systems in global enterprises.• Analysis of the impact of social media on CRM.• Practical insights on measuring the effectiveness of customer care activities.Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise is a must-read for managers, business consultants, business students, and anyone wanting to understand how to effectively manage customer relationships in an international business environment. |
| Beschreibung: | VIII, 163 Seiten Illustrationen, Diagramme |
| ISBN: | 9781032713908 9781032713885 |
Internformat
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| 520 | |a In today’s global business environment, Customer Relationship Management (CRM) has become key to the success of many international enterprises. Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise offers a comprehensive analysis of this crucial business aspect, focusing on how companies can effectively manage their customer relationships in the context of global expansion. This book stands out with its unique approach to CRM, blending theory with practice and providing readers with a deep understanding of how CRM influences the strategies of international enterprises.The book is divided into four main parts, each focusing on a different aspect of customer relationship management. The first part focuses on creating strategies in the context of customer relationships in international enterprises, the second part discusses the essence of the CRM concept in companies, the third part delves into the strategy of a global enterprise from the customer relationship perspective, and the fourth part centers on the evaluation and optimization of customer care strategy in modern business.Key Features:• In-depth analysis of the CRM concept in the context of international business.• Discussion on the evolution of the CRM idea over the years.• Introduction to integrated customer relationship management systems in global enterprises.• Analysis of the impact of social media on CRM.• Practical insights on measuring the effectiveness of customer care activities.Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise is a must-read for managers, business consultants, business students, and anyone wanting to understand how to effectively manage customer relationships in an international business environment. | ||
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Datensatz im Suchindex
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Contents 1 Introduction Part 1 Creating Strategies in the Customer Relationships in Context of International 4 1.1 CRM against the Background of Management Science 1.2 Customer Service Process vs. Management in MNE Strategy 1.3 MNE Strategy Concepts vs. Globalization and Regionalization Enterprises Part 2 The Essence of the CRM Concept 27 in 36 36 44 52 Companies Transformation of the CRM Idea over the Years The CRM Concept in the Marketing Dimension CRM in the Context of Creating Value for Customers Implementation of the CRM Concept in Multinational Companies 2.5 Implementation of the Concept in Multinational Enterprises in Light of the Advantages and Disadvantages of CRM Note 2.1 2.2 2.3 2.4 Part 3 4 17 57 62 69 The Strategy of a Global Enterprise from the Customer Relationship Perspective70 3.1 Integrated CRM Systems in Global Enterprises - eCRM, PRM, SRM 3.2 Modularity of CRM Information Systems 70 77 VII
VIII CONTENTS 3.3 Using ICT in CRM 3.4 CRM and Social Media Part 4 85 91 Evaluation and Optimization of the Customer Care Strategy in Modern Business 4.1 Measuring the Effectiveness of Customer Care Activities 4.2 Integrating Customer Care into the Strategy 4.2.1 Developing Products and Services 4.2.2 Marketing and Sales 4.2.3 Post-Sales Support 4.2.4 Training and Education in the Field of Customer Care 4.2.5 Organizational Culture Based on Customer Service 4.2.6 Building Customer Relationships 4.2.7 Analyzing the Competition 4.3 The Impact of Social Media on Customer Care 4.4 Innovation in the Field of Customer Care 4.5 Conclusion 100 100 114 114 119 121 123 124 125 127 130 134 140 References 141 Index 162 |
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| illustrated | Illustrated |
| indexdate | 2024-11-11T09:06:35Z |
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| isbn | 9781032713908 9781032713885 |
| language | English |
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| spelling | Brzozowska, Anna Verfasser (DE-588)1187953709 aut Managing customer relationships using customer care techniques strategy development of an international enterprise Anna Brzozowska, Stanisław Brzeziński, Arnold Pabian, Barbara Pabian Boca Raton ; London ; New York CRC Press 2024 VIII, 163 Seiten Illustrationen, Diagramme txt rdacontent n rdamedia nc rdacarrier In today’s global business environment, Customer Relationship Management (CRM) has become key to the success of many international enterprises. Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise offers a comprehensive analysis of this crucial business aspect, focusing on how companies can effectively manage their customer relationships in the context of global expansion. This book stands out with its unique approach to CRM, blending theory with practice and providing readers with a deep understanding of how CRM influences the strategies of international enterprises.The book is divided into four main parts, each focusing on a different aspect of customer relationship management. The first part focuses on creating strategies in the context of customer relationships in international enterprises, the second part discusses the essence of the CRM concept in companies, the third part delves into the strategy of a global enterprise from the customer relationship perspective, and the fourth part centers on the evaluation and optimization of customer care strategy in modern business.Key Features:• In-depth analysis of the CRM concept in the context of international business.• Discussion on the evolution of the CRM idea over the years.• Introduction to integrated customer relationship management systems in global enterprises.• Analysis of the impact of social media on CRM.• Practical insights on measuring the effectiveness of customer care activities.Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise is a must-read for managers, business consultants, business students, and anyone wanting to understand how to effectively manage customer relationships in an international business environment. bicssc / Economics bicssc / Sales & marketing bicssc / Environmental science, engineering & technology bicssc / Engineering - general bicssc / Network management bicssc / Ownership & organization of enterprises bicssc / Business strategy bicssc / Research & development management bisacsh / BUSINESS & ECONOMICS / Customer Relations bisacsh / BUSINESS & ECONOMICS / Sales & Selling / Management bisacsh / COMPUTERS / Management Information Systems bisacsh / BUSINESS & ECONOMICS / Management bisacsh / BUSINESS & ECONOMICS / Nonprofit Organizations & Charities / Management & Leadership Brzeziński, Stanisław Verfasser (DE-588)1332665381 aut Pabian, Arnold Verfasser (DE-588)1332665551 aut Pabian, Barbara Verfasser (DE-588)1332665624 aut Erscheint auch als Online-Ausgabe 978-1-032-71391-5 Digitalisierung UB Bamberg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=035024814&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Brzozowska, Anna Brzeziński, Stanisław Pabian, Arnold Pabian, Barbara Managing customer relationships using customer care techniques strategy development of an international enterprise bicssc / Economics bicssc / Sales & marketing bicssc / Environmental science, engineering & technology bicssc / Engineering - general bicssc / Network management bicssc / Ownership & organization of enterprises bicssc / Business strategy bicssc / Research & development management bisacsh / BUSINESS & ECONOMICS / Customer Relations bisacsh / BUSINESS & ECONOMICS / Sales & Selling / Management bisacsh / COMPUTERS / Management Information Systems bisacsh / BUSINESS & ECONOMICS / Management bisacsh / BUSINESS & ECONOMICS / Nonprofit Organizations & Charities / Management & Leadership |
| title | Managing customer relationships using customer care techniques strategy development of an international enterprise |
| title_auth | Managing customer relationships using customer care techniques strategy development of an international enterprise |
| title_exact_search | Managing customer relationships using customer care techniques strategy development of an international enterprise |
| title_full | Managing customer relationships using customer care techniques strategy development of an international enterprise Anna Brzozowska, Stanisław Brzeziński, Arnold Pabian, Barbara Pabian |
| title_fullStr | Managing customer relationships using customer care techniques strategy development of an international enterprise Anna Brzozowska, Stanisław Brzeziński, Arnold Pabian, Barbara Pabian |
| title_full_unstemmed | Managing customer relationships using customer care techniques strategy development of an international enterprise Anna Brzozowska, Stanisław Brzeziński, Arnold Pabian, Barbara Pabian |
| title_short | Managing customer relationships using customer care techniques |
| title_sort | managing customer relationships using customer care techniques strategy development of an international enterprise |
| title_sub | strategy development of an international enterprise |
| topic | bicssc / Economics bicssc / Sales & marketing bicssc / Environmental science, engineering & technology bicssc / Engineering - general bicssc / Network management bicssc / Ownership & organization of enterprises bicssc / Business strategy bicssc / Research & development management bisacsh / BUSINESS & ECONOMICS / Customer Relations bisacsh / BUSINESS & ECONOMICS / Sales & Selling / Management bisacsh / COMPUTERS / Management Information Systems bisacsh / BUSINESS & ECONOMICS / Management bisacsh / BUSINESS & ECONOMICS / Nonprofit Organizations & Charities / Management & Leadership |
| topic_facet | bicssc / Economics bicssc / Sales & marketing bicssc / Environmental science, engineering & technology bicssc / Engineering - general bicssc / Network management bicssc / Ownership & organization of enterprises bicssc / Business strategy bicssc / Research & development management bisacsh / BUSINESS & ECONOMICS / Customer Relations bisacsh / BUSINESS & ECONOMICS / Sales & Selling / Management bisacsh / COMPUTERS / Management Information Systems bisacsh / BUSINESS & ECONOMICS / Management bisacsh / BUSINESS & ECONOMICS / Nonprofit Organizations & Charities / Management & Leadership |
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