| Description |
xi, 273 pages : illustrations, facsimiles ; 24 cm |
| Series |
Springer Nature Book Archives Millennium (2000-2004)
|
| Contents |
Machine derived contents note: Preface of the Editors V -- Part 1: Customer Relationship Management: The Basics 1 -- Chapter 1: -- Customer Management as the Origin of Collaborative Customer Relationship Management 3 -- Alexander H. Kracklauer, D. Quinn Mills, and Dirk Seifert -- Chapter 2: -- What Have We Learned so Far? Making CRM Make Money Technology Alone Won't Create Value 7 -- Eric Almquist, David Bovet, and Carla J. Heaton -- Part 2: Collaborative Customer Relationship Management - How to Win in the Market with Joint Forces 23 -- Chapter 3: -- Collaborative Customer Relationship Management (CCRM) 25 -- Alexander H. Kracklauer, D. Quinn Mills, and Dirk Seifert -- Case Study: Implementation of Collaborative Customer Relationship Management at Procter & Gamble 46 -- Alexander H. Kracklauer and Niko Warmbrunn -- Chapter 4: -- The Integration of Supply Chain Management and Customer Relationship Management 57 -- Alexander H. Kracklauer, D. Quinn Mills, Dirk Seifert, and Michael Barz -- -- -- -- Case Study: ISCRM - A Study of the Business Benefits Achieved through Integrated Supply and -- Customer Relationship Management 70 -- Scott Hines -- Chapter 5: -- The Future of Collaborative Customer Relationship Management: Integrating Demand and Supply Chains 77 -- Jim Duffy, Peter Koudal, and Stephen Pratt -- Part 3: The Demand Side: Collaborative Customer Relationship and Category Management 107 -- Chapter 6: -- Collaboration in CRM: Potentials and Challenges of an Individualization Based Approach 109 -- Christian Schaller, Frank T. Piller, and Ralf Reichwald -- Chapter 7: -- Building Customer Loyalty with Collaboration Nets: Four Models of Individualization Based CCRM 133 -- Frank T. Piller, RalfReichwald, and Christian Schaller -- Chapter 8: -- Collaborative Customer Relationship Management from a Market Research Viewpoint 155 -- Matthias Grofi and Jens Ohlig -- Chapter 9: -- Category Management: Why Now? 173 -- Peter Barrenstein and Stefan Tweraser -- -- -- -- Part 4: The Supply Side: Collaborative Planning, Forecasting and Replenishment (CPFR) as a Tool -- to Support CCRM 181 -- Chapter 10: -- CPFR - Views and Experiences at Procter & Gamble 183 -- Peter Hambuch -- Chapter 11: -- How to Scale Your CPFR-Pilot 199 -- Georg Engler -- Part 5: What's Next? - The Future of Collaborative Customer Relationship Management 215 -- Chapter 12: -- New Ways of Category Management 217 -- Alexander H. Kracklauer, D. Quinn Mills, Dirk Seifert, Michael Leyk, and Steffen Riibke -- Chapter 13: -- Collaborative Category Management on the Internet - Basics to Create and Manage Consumer-Focused -- Assortments in Online Shops 229 -- Markus Grofiweischede -- Part 6: Conclusions and Key Takeaways 255 -- Alexander H. Kracklauer, D. Quinn Mills, and Dirk Seifert -- Editors 261 -- Contributing Authors 263 -- Index 269 |
| Bibliography |
Includes bibliographical references and index |
| Subject |
Customer relations -- Management.
|
|
Delivery of goods -- Management.
|
|
Strategic alliances (Business)
|
|
Business logistics.
|
| Author |
Mills, Daniel Quinn.
|
|
Seifert, Dirk.
|
|
Kracklauer, Alexander H., 1965-
|
| LC no. |
2003059637 |
| ISBN |
3540002278 |
|
