Die kundennahen Prozesse in den Bereichen Marketing, Vertrieb und Service sind einem Transformationsprozess unterworfen. Im Zuge einer verstärkten Self-Service Orientierung werden immer mehr Aufgaben von Unternehmen auf die Kunden übertragen. Die Konzeption erfolgreicher Interne…
This study explores Customer Relationship Management (CRM) in government. Based on an interdisciplinary literature review and multiple-case study design, a model of Citizen Relationship Management (CiRM) is developed and discussed. The case studies explore the perceptions of CRM…
"It's more important than ever for companies to objectively assess the value of their customers. But conventional measures of "customer lifetime value" haven't been linked to overall business value and haven't been useful to senior managers. Managing Customers as Investments ove…
This book explains how to improve relationships and results with customers, prospects, employees, and recruits by adding personal videos to emails, text messages, and social messages. It explains the what, why, and how behind this new movement toward simple, authentic videos, an…
Kellogg on Branding in a Hyper-Connected World offers authoritative guidance on building new brands, revitalizing existing brands, and managing brand portfolios in the rapidly-evolving modern marketplace.
A bestselling author and international marketing consultant explains how great companies have shifted from the outdated, sales-oriented Customer Relationship Management (CRM) to the bold solution of Customer Management of Relationships (CMR) to satisfy and sell to today's custom…
A bestselling author and international marketing consultant explains how great companies have shifted from the outdated, sales-oriented Customer Relationship Management (CRM) to the bold solution of Customer Management of Relationships (CMR) to satisfy and sell to today's custom…
