Relationship Marketing and Customer Relationship Management

Relationship Marketing and Customer Relationship Management
Author: Adele Berndt
Publisher:
Total Pages: 0
Release: 2012
Genre: Consumer satisfaction
ISBN: 9780702186875

Written with undergraduate and postgraduate students in mind, this second edition provides new perspectives on the meaning of marketing. Delineating the basic principles of Relationship Marketing (RM) and Customer Relationship Management (CRM), this reference offers guidelines for planning and implementing CRM strategy. It argues that companies should move away from marketing to anonymous masses and toward developing and managing relationships with identifiable customers and stakeholders.

Relationship Marketing

Relationship Marketing
Author: Francis Buttle
Publisher: SAGE
Total Pages: 230
Release: 1996-05-28
Genre: Social Science
ISBN: 9781853963131

`This book, written by a group of outstanding UK researchers, pinpoints the essence and scope of relationship marketing and vividly demonstrates its applicability in different industries. Relationship marketing is the marketing of the next millennium. Don’t argue. Just read the book!' - Evert Gummesson, Stockholm University By examining the relationship between theory and practice, Relationship Marketing appears at an important stage in the development of relationship marketing. The opening chapter examines relationship marketing (RM) theory, reviews a number of RM definitions and reports on the economic arguments in favour of RM. It describes the nature and scope of marketing relationships, picking out characteristics such as concern for the welfare of customers, trust and commitment between partners, and the importance of customer service. Finally, it identifies a number of requirements for successful RM. The next 12 chapters describe, analyze and critique RM practice in a number of organizational settings (supply-chain relationships, principal-agent relationships, business-to-business relationships, intra-organizational relationships) and industries (hospitality, air travel, retail banking, corporate banking, credit cards, financial advisory services, advertising agencies, not-for-profit organizations). The final chapter reflects on the relationships between theory and practice.

Customer Relationship Management

Customer Relationship Management
Author: Francis Buttle
Publisher: Routledge
Total Pages: 495
Release: 2009
Genre: Business & Economics
ISBN: 1856175227

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.

Diverse Methods in Customer Relationship Marketing and Management

Diverse Methods in Customer Relationship Marketing and Management
Author: Lee, In
Publisher: IGI Global
Total Pages: 350
Release: 2018-05-25
Genre: Business & Economics
ISBN: 1522556206

Consumer interaction and engagement are vital components to help marketers maintain a lasting relationship with their customers. By developing positive relationships with consumers, businesses can better maintain their customers’ loyalty. Diverse Methods in Customer Relationship Marketing and Management is a critical scholarly resource that examines how marketing has shifted to a relationship-oriented model. Due to this, there is an increased need for customer relationship marketing and management to emerge as an invaluable approach to strengthening companies and the customer experience. Featuring coverage on a wide range of topics such as relational marketing technology acceptance model, and consumer buying behavior, this book is a vital resource for marketing professionals, managers, retailers, advertising executives, academicians, and researchers seeking current research on the challenges and opportunities in customer relationship marketing and management.

Handbook of CRM

Handbook of CRM
Author: Adrian Payne
Publisher: Routledge
Total Pages: 460
Release: 2012-07-26
Genre: Business & Economics
ISBN: 1136400176

Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.

Emerging Frontiers in Operations and Supply Chain Management

Emerging Frontiers in Operations and Supply Chain Management
Author: B. Vipin
Publisher: Springer Nature
Total Pages: 275
Release: 2021-09-15
Genre: Business & Economics
ISBN: 9811627746

This edited book addresses the challenges in managing the operations and supply chain of organizations in the era of internet of things and Industry 4.0. It presents cutting edge research on real world operations related problems, in-depth analyses, and relevant managerial implications. Wide variety of solution approaches such as quantitative, quantitative, and simulations are presented in the context of managing the operations and supply chains. Consisting of selected papers from the XXIII Annual International Conference of Society of Operations Management, this volume is part of a two volume series with the other book consisting of chapters on quantitative decision making. This edited book covers various quantitative models on operations and supply chain management such as inventory optimization, machine learning-operations research integrated model for healthcare systems, game-theoretic analysis of review strategies in truthful information sharing, design of contracts in supply chains, supply chain optimization, inventory routing, and shop floor scheduling. In addition to the quantitative models, several innovative heuristics are proposed for different problems. This book explores qualitative models on improving the performance of small and medium enterprises and petroleum industries and a simulation model for staff allocation in the information technology industry. Finally, this book provides review articles on vaccine supply chains and behavioral operations management. The book throws light on the emerging trends in the use of analytics, optimization, and simulation tools and empirical analysis to improve the performance of operations and supply chains of organizations. It will serve as an essential resource for practitioners, students, faculty members and scholars in operations management and related areas to gain knowledge and pursue high quality research on developments in areas such as managing the resource management and the solution methodology---innovative tools employed in addressing the real world problems and the different optimization techniques.

Driving Innovation and Productivity Through Sustainable Automation

Driving Innovation and Productivity Through Sustainable Automation
Author: Amini, Ardavan
Publisher: IGI Global
Total Pages: 275
Release: 2021-02-26
Genre: Technology & Engineering
ISBN: 1799858804

Industry 4.0 and the subsequent automation and digitalization of processes, including the tighter integration of machine-machine and human-machine intercommunication and collaboration, is adding additional complexity to future systems design and the capability to simulate, optimize, and adapt. Current solutions lack the ability to capture knowledge, techniques, and methods to create a sustainable and intelligent nerve system for enterprise systems. With the ability to innovate new designs and solutions, as well as automate processes and decision-making capabilities with heterogenous and holistic views of current and future challenges, there can be an increase in productivity and efficiency through sustainable automation. Therefore, better understandings of the underpinning knowledge and expertise of sustainable automation that can create a sustainable cycle that drives optimal automation and innovation in the field is needed Driving Innovation and Productivity Through Sustainable Automation enhances the understanding and the knowledge for the new ecosystems emerging in the Fourth Industrial Revolution. The chapters provide the knowledge and understanding of current challenges and new capabilities and solutions having been researched, developed, and applied within the industry to drive sustainable automation for innovation and productivity. This book is ideally intended for managers, executives, IT specialists, practitioners, stakeholders, researchers, academicians, and students who are interested in the current research on sustainable automation.

Handbook of Research on Managing and Influencing Consumer Behavior

Handbook of Research on Managing and Influencing Consumer Behavior
Author: Kaufmann, Hans-Ruediger
Publisher: IGI Global
Total Pages: 764
Release: 2014-10-31
Genre: Business & Economics
ISBN: 1466665483

In recent years, all types of businesses have increasingly focused on the importance of the relationship with the customer. Customer knowledge management has become a well-known term used in the business and academic worlds for understanding how to control consumer behavior. The Handbook of Research on Managing and Influencing Consumer Behavior discusses the importance of understanding and implementing customer knowledge management and customer relationship management into everyday business workflows. This comprehensive reference work highlights the changes that the Internet and social media have brought to consumer behavior, and is of great use to marketers, businesses, academics, students, researchers, and professionals.

Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies

Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies
Author: Eid, Riyad
Publisher: IGI Global
Total Pages: 427
Release: 2013-03-31
Genre: Business & Economics
ISBN: 1466636327

Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technology’s involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.