Download or read book Mobile customer relationship management written by Ragnar Schierholz and published by . This book was released on 2007 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Business Process Management Journal written by and published by . This book was released on 2007 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Customer Relationship Management written by V. Kumar and published by Springer Science & Business Media. This book was released on 2012-04-30 with total page 399 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM.

Download or read book Increasing Customer Loyalty via Mobile Customer Relationship Management written by Silke Freitag and published by diplom.de. This book was released on 2002-08-01 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: The main objective of this research was to find out and demonstrate how companies can manage to maintain and increase their customer s loyalty with the help of Customer Relationship Management in today s wireless world. Due to the growing convergence of the Internet and the mobile phone, competition between companies is considerably increasing. In order to further keep their stake in the market, companies are forced to improve the relations to their customers by using new business technologies enabling them to differentiate themselves from the competition in offering personalized services especially tailored to their customers needs. This thesis will concentrate on the opportunities that Customer Relationship Management offers in the wireless world. Mobile applications and instruments that enable companies to create more loyalty among their customers will be pointed out while special focus is laid on SMS-Marketing. A few examples of companies who have been successfully applying wireless marketing will be given. Furthermore, part of this thesis was to carry out an online survey during which a number of people were interviewed about their experience with mobile services and their willingness to accept wireless marketing. The survey results provided a basis upon which the acceptance of possible marketing strategies, designed to increase customer loyalty, could be judged. Inhaltsverzeichnis:Table of Contents: AbbreviationsIII FiguresIV 1.Introduction1 1.1Problem statement2 1.2Limitation of research topic3 1.3Research procedure4 2.M-Business: Anywhere Anytime Access 5 2.1Definition of M-Business5 2.2Mobile network technology6 2.2.1GSM6 2.2.2GPRS7 2.2.3HSCSD8 2.2.4UMTS8 2.3Service technology9 2.3.1WAP9 2.3.2Bluetooth10 2.3.3Short Messaging Service (SMS)11 2.4iMode as an alternative to WAP11 2.5Mobile payment solutions14 2.5.1Paybox14 2.5.2Mobilpay16 2.5.3Payitmobile solution17 3.Mobile Customer Relationship Management - Key Functions and Definitions18 3.1Definition of Customer Relationship Management18 3.2CRM - A customer-oriented organizational process19 3.3Benefit of CRM22 3.3.1Improvement of image23 3.3.2Improvement of efficiency24 3.3.3Acquisition of new customers24 3.3.4Customer bonding25 3.4Customer Lifetime Value - A means to measure the success of CRM26 3.5CRM in the wireless world29 3.6Fields of application31 3.7Objectives of Mobile Customer Relationship Management32 4.M-CRM as a [...]

Download or read book Customer Relationship Management written by Michael Pearce and published by Business Expert Press. This book was released on 2021-03-08 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: CRM first entered the business vocabulary in the early 90’s; initially as a systems driven technical solution. It has since escalated in importance as system providers increased their market penetration of the business market and, in parallel, CRM’s strategic importance gained more traction as it was recognized that CRM was, at its heart, a business model in the pursuit of sustainable profit. This was accentuated by the academic community stepping up their interest in the subject in the early 2000’s. Today, it is a universal business topic which has been re-engineered by the online shopping revolution in which the customer is firmly placed at the center of the business. The current reality, however, is that, for the vast majority of businesses, CRM has not been adopted as a business philosophy and practicing business model. It has not been fully understood and therefore fully embraced and properly implemented. The author addresses this head-on by stripping CRM down into its component parts by delving into and explaining the role and relevance of the C, R, and M in CRM. This is a practical guide but set within a strategic framework. The outage is clear actionable insights and how to convert them into delivery. It is written in an easily digestible, non-jargon style, with case studies to demonstrate how CRM works. This book can be immediately used as the primary practical reference to guide the development and implementation of a CRM strategy.

Download or read book Customer Relationship Management Systems Handbook written by Duane E. Sharp and published by CRC Press. This book was released on 2002-07-19 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. It takes readers through the evolution of CRM- from its early beginning to today's sophisticated data warehouse-based systems. Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations. The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, the last chapter explores the benefits of a well-conceived CRM strategy.

Download or read book Customer Relationship Management written by Francis Buttle and published by Routledge. This book was released on 2009 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.

Download or read book Statistical Methods in Customer Relationship Management written by V. Kumar and published by John Wiley & Sons. This book was released on 2012-07-26 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: Statistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer’s tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and retention, customer churn, and customer win back. Statistical Methods in Customer Relationship Management: Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies. Explores each model in detail, from investigating the need for CRM models to looking at the future of the models. Presents models and concepts that span across the introductory, advanced, and specialist levels. Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book.

Download or read book Accelerating Customer Relationships written by Ronald S. Swift and published by Prentice Hall Professional. This book was released on 2001 with total page 524 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface Corporations that achieve high customer retention and high customer profitability aim for: The right product (or service), to the right customer, at the right price, at the right time, through the right channel, to satisfy the customer's need or desire. Information Technology—in the form of sophisticated databases fed by electronic commerce, point-of-sale devices, ATMs, and other customer touch points—is changing the roles of marketing and managing customers. Information and knowledge bases abound and are being leveraged to drive new profitability and manage changing relationships with customers. The creation of knowledge bases, sometimes called data warehouses or Info-Structures, provides profitable opportunities for business managers to define and analyze their customers' behavior to develop and better manage short- and long-term relationships. Relationship Technology will become the new norm for the use of information and customer knowledge bases to forge more meaningful relationships. This will be accomplished through advanced technology, processes centered on the customers and channels, as well as methodologies and software combined to affect the behaviors of organizations (internally) and their customers/channels (externally). We are quickly moving from Information Technology to Relationship Technology. The positive effect will be astounding and highly profitable for those that also foster CRM. At the turn of the century, merchants and bankers knew their customers; they lived in the same neighborhoods and understood the individual shopping and banking needs of each of their customers. They practiced the purest form of Customer Relationship Management (CRM). With mass merchandising and franchising, customer relationships became distant. As the new millennium begins, companies are beginning to leverage IT to return to the CRM principles of the neighborhood store and bank. The customer should be the primary focus for most organizations. Yet customer information in a form suitable for marketing or management purposes either is not available, or becomes available long after a market opportunity passes, therefore CRM opportunities are lost. Understanding customers today is accomplished by maintaining and acting on historical and very detailed data, obtained from numerous computing and point-of-contact devices. The data is merged, enriched, and transformed into meaningful information in a specialized database. In a world of powerful computers, personal software applications, and easy-to-use analytical end-user software tools, managers have the power to segment and directly address marketing opportunities through well managed processes and marketing strategies. This book is written for business executives and managers interested in gaining advantage by using advanced customer information and marketing process techniques. Managers charged with managing and enhancing relationships with their customers will find this book a profitable guide for many years. Many of today's managers are also charged with cutting the cost of sales to increase profitability. All managers need to identify and focus on those customers who are the most profitable, while, possibly, withdrawing from supporting customers who are unprofitable. The goal of this book is to help you: identify actions to categorize and address your customers much more effectively through the use of information and technology, define the benefits of knowing customers more intimately, and show how you can use information to increase turnover/revenues, satisfaction, and profitability. The level of detailed information that companies can build about a single customer now enables them to market through knowledge-based relationships. By defining processes and providing activities, this book will accelerate your CRM "learning curve," and provide an effective framework that will enable your organization to tap into the best practices and experiences of CRM-driven companies (in Chapter 14). In Chapter 6, you will have the opportunity to learn how to (in less than 100 days) start or advance, your customer database or data warehouse environment. This book also provides a wider managerial perspective on the implications of obtaining better information about the whole business. The customer-centric knowledge-based info-structure changes the way that companies do business, and it is likely to alter the structure of the organization, the way it is staffed, and, even, how its management and employees behave. Organizational changes affect the way the marketing department works and the way that it is perceived within the organization. Effective communications with prospects, customers, alliance partners, competitors, the media, and through individualized feedback mechanisms creates a whole new image for marketing and new opportunities for marketing successes. Chapter 14 provides examples of companies that have transformed their marketing principles into CRM practices and are engaging more and more customers in long-term satisfaction and higher per-customer profitability. In the title of this book and throughout its pages I have used the phrase "Relationship Technologies" to describe the increasingly sophisticated data warehousing and business intelligence technologies that are helping companies create lasting customer relationships, therefore improving business performance. I want to acknowledge that this phrase was created and protected by NCR Corporation and I use this trademark throughout this book with the company's permission. Special thanks and credit for developing the Relationship Technologies concept goes to Dr. Stephen Emmott of NCR's acclaimed Knowledge Lab in London. As time marches on, there is an ever-increasing velocity with which we communicate, interact, position, and involve our selves and our customers in relationships. To increase your Return on Investment (ROI), the right information and relationship technologies are critical for effective Customer Relationship Management. It is now possible to: know who your customers are and who your best customers are stimulate what they buy or know what they won't buy time when and how they buy learn customers' preferences and make them loyal customers define characteristics that make up a great/profitable customer model channels are best to address a customer's needs predict what they may or will buy in the future keep your best customers for many years This book features many companies using CRM, decision-support, marketing databases, and data-warehousing techniques to achieve a positive ROI, using customer-centric knowledge-bases. Success begins with understanding the scope and processes involved in true CRM and then initiating appropriate actions to create and move forward into the future. Walking the talk differentiates the perennial ongoing winners. Reinvestment in success generates growth and opportunity. Success is in our ability to learn from the past, adopt new ideas and actions in the present, and to challenge the future. Respectfully, Ronald S. Swift Dallas, Texas June 2000

Download or read book Customer Relationship written by IntroBooks and published by Can Akdeniz. This book was released on 2019-01-11 with total page 40 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management is of a great use to the multi-level business arrangement. Its use can be dated back to the era of pre-industrialisation when its need was found for keeping track about the needs and demands of the customer. Many advancements were made since the time but the term ‘CRM’ was finally identified in 2005. Till date the CRM continuously gets updated with the recent technological advancements made in the software department. This makes the CRM to be endowed with best of the features till date. The CRM even keeps a database consisting of information about its customers personal details as well as the details about the purchasing interests of the customer such as like and dislikes for the item, purchasing history etc. Apart from this, the company also tries to maintain communication through social media platforms to keep themselves updated with the experiences of the customers about the use of their product. It is also essential for maintaining relationship with their customers (new or old) which reflects upon the organisation’s final output value. There is a wide application of Customer Relationship Management in certain fields and its scope remains wide.

Download or read book Customer Relationship Management written by V. Kumar and published by Springer. This book was released on 2018-05-15 with total page 411 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.

Download or read book Customer Relationship Management written by 50MINUTES.COM, and published by 50Minutes.com. This book was released on 2017-08-25 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understand customer relationship management in no time! Find out everything you need to know about this powerful tool with this practical and accessible guide. Customer relationship management is a valuable tool in an increasingly competitive business world. It allows companies to find out who their customers are and what they want, which enables them to tailor their communication and offers to their clients. No matter what your sector of activity, an effective CRM strategy will boost customer satisfaction, increase performance and give you a valuable edge over the competition. In 50 minutes you will be able to: • Understand the wide range of tools and techniques used in customer relationship management • Tailor your communications to your customers’ needs and expectations • Evaluate the success of your CRM strategy based on a number of key performance indicators ABOUT 50MINUTES.COM | MANAGEMENT AND MARKETING The Management and Marketing series from the 50Minutes collection provides the tools to quickly understand the main theories and concepts that shape the economic world of today. Our publications will give you elements of theory, definitions of key terms and case studies in a clear and easily digestible format, making them the ideal starting point for readers looking to develop their skills and expertise.

Download or read book Advances in Customer Relationship Management written by Daniel Catalan-Matamoros and published by BoD – Books on Demand. This book was released on 2012-04-11 with total page 157 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer relationship management (CRM) strategies have become increasingly important worldwide due to changes in expectations from customers as well as changes in the nature of markets. This book puts forth a conceptualization that attempts to not only outline CRM's domain but also to reconcile the divergent perspectives found in the academic and popular literature. Readers can see through measurable data-containing examples how the theory is applied with great success by various real-life examples. This book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It could be a great help to CRM personnel, student, managers and any one that works directly or indirectly with customers.

Download or read book Customer Relationship Management and IT written by Danil Dintsis and published by . This book was released on 2020 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: All of us enjoy individually specific service or a product that is delivered for us only. Customer relationship management (CRM) is the area of expertise that helps companies to work with customers based on their specific needs or requirements. To reach success CRM systems implement the most powerful math and IT tools such as statistical analysis, artificial neural nets, and graph systems. This book deals with the practical implementation and meta-analysis of CRM experience in various locations and business areas. The authors have produced a great book and provided meta-analysis of the latest CRM systems and a roadmap of their development. In the chapters, our readers will find descriptive analysis of CRM models, applied tools, and methods.

Download or read book Customer Relationship Management written by Roger J. Baran and published by Taylor & Francis. This book was released on 2016-12-08 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.

Download or read book Adoption and Implementation of AI in Customer Relationship Management written by Singh, Surabhi and published by IGI Global. This book was released on 2021-10-15 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: Integration of artificial intelligence (AI) into customer relationship management (CRM) automates the sales, marketing, and services in organizations. An AI-powered CRM is capable of learning from past decisions and historical patterns to score the best leads for sales. AI will also be able to predict future customer behavior. These tactics lead to better and more effective marketing strategies and increases the scope of customer services, which allow businesses to build healthier relationships with their consumer base. Adoption and Implementation of AI in Customer Relationship Management is a critical reference source that informs readers about the transformations that AI-powered CRM can bring to organizations in order to build better services that create more productive relationships. This book uses the experience of past decisions and historical patterns to discuss the ways in which AI and CRM lead to better analytics and better decisions. Discussing topics such as personalization, quality of services, and CRM in the context of diverse industries, this book is an important resource for marketers, brand managers, IT specialists, sales specialists, managers, students, researchers, professors, academicians, and stakeholders.

Download or read book Customer Relationship Management written by Gerhard Raab and published by CRC Press. This book was released on 2016-05-13 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead.