A01=G. Jason Goddard
A01=Gerhard Raab
A01=Riad A. Ajami
AB SWEDISH
Author_G. Jason Goddard
Author_Gerhard Raab
Author_Riad A. Ajami
balanced scorecard
BSC
Business Processes
cards
Category=GL
Category=KJM
Category=KJMQ
Category=KJS
CHAID
CHAID Algorithm
Change Management Program
contact
CRM Implementation
CRM Initiative
CRM Strategy
CRM Technology
customer analytics
Customer Profitability
Customer Relationship Management
Customer Relationship Management System
Customer Wishes
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eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Fresh Cut Flowers
global business strategy
Internal Marketing Initiative
Internal Process Perspective
international CRM case studies
kano
Kano Model
Kano Survey
knowledge management
loyalty
model
orientation
personnel
Profitable Customer Relationships
program
QFD
relationship marketing
retention
satisfaction
Successful CRM Implementation
Successful Customer Relationship Management Implementation
Sustainable Competitive Advantage
total quality management
Vice Versa
Product details
- ISBN 9781032838021
- Weight: 340g
- Dimensions: 156 x 234mm
- Publication Date: 24 Jun 2024
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
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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.
Professor Gerhard H. Raab is based at the Transatlantic Institute, University of Applied Sciences, Ludwigshafen, Germany. Professor Riad A. Ajami is based at the Raj Soin College of Business at Wright State University in Dayton, Ohio, USA and Professor Vidyaranya B. Gargeya is based at the Bryan School of Business and Economics, University of North Carolina at Greensboro, USA. G. Jason Goddard is Vice President at Wachovia Corporation, Winston-Salem, North Carolina, USA.
