Customer Relationship Management: Creating Competitive Advantage Through Win-win Relationship StrategiesTo develop the long-term relationships necessary to survive the intense global competition of the modern era, businesses must strive to meet customers needs as never before. This book is a result of an extensive research project that studied new ideas in marketing, and how these strategies are being applied throughout the US and Europe. The case studies provided demonstrate the ability of effective CRM programmes to refine customer relationships and increase their value. |
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Contents
RELATIONSHIP MANAGEMENT 93 | 4 |
EXCHANGING RESOURCES | |
ESTABLISHING ENHANCING | |
Copyright | |
4 other sections not shown
Common terms and phrases
activities affinity group altemative analyze banks basis behavior benefit bonds channels clasp strategy company needs company's competence competitive consumer contact lens create value customer base level customer encounters customer needs customer receives Customer Relationship Management customer satisfaction customer share customer's value creation Customers engage defined determine develop the relationship different relationship difficult dissatisfied Draeger's efficient emotions ensure evaluate example exchange factors find first flow function handled identify implementation important improve increase relationship value industry influence invest involves knowledge leaming marketing mental accounting Office Equipment operations organization personnel portfolios possible price bundling price carriers Price discrimination profit provider provider's purchase rela Relationship based pricing relationship costs relationship level relationship profitability relationship revenue relationship strategies relationship structure result role script sell servicescape ship significant significantly situation specific Strandvik sufficient thinking tionship tomer value creation process velcro zipper strategy
Bibliographic information
| Title | Customer Relationship Management: Creating Competitive Advantage Through Win-win Relationship Strategies Creating Competitive Advantage Through Win-Win Relationship |
| Authors | Kaj Storbacka, Jarmo Lehtinen |
| Publisher | McGraw-Hill, 2001 |
| Original from | Pennsylvania State University |
| Digitized | Oct 11, 2011 |
| ISBN | 0071188614, 9780071188616 |
| Length | 160 pages |
| Subjects | › Business & Economics / Customer Relations |
| Export Citation | BiBTeX EndNote RefMan |