Customer Relationship Management In Electronic Markets

Author : Gopalkrishnan R Iyer,David Bejou
Publisher : Routledge
Page : 170 pages
File Size : 48,9 Mb
Release : 2014-02-04
Category : Business & Economics
ISBN : 9781317718789

Get Book

Customer Relationship Management in Electronic Markets by Gopalkrishnan R Iyer,David Bejou Pdf

Discover an important tool in the development of new marketing strategies for satisfying online customers! Edited by two experts in the fields of business and marketing, Customer Relationship Management in Electronic Markets is designed to help you build Internet relationships that lead to customer retention and long-term loyalty. With this book, you will be able to offer customers the benefits they seek in the virtual marketplace and serve their best interests. Examining Web sites, e-mail, data mining, and other technology, this valuable tool can help you attract and keep the customers who will be the most profitable for your business. Despite many predictions that electronic marketing would create high profits for lower costs, many businesses have been discouraged by low yields due to ineffectual methods of obtaining and maintaining customers. Customer Relationship Management in Electronic Markets provides multiple frameworks, strategies, and techniques around which to organize your company’s electronic marketing plans. It shows you how to calculate trends, predict customer loss and gain, and prevent dissolution through analysis of the customer’s ever-changing needs. This volume also utilizes examples of real successful companies that have used the Internet to the fullest extent, like Staples, Dell, and Amazon.com. Customer Relationship Management in Electronic Markets is an excellent resource for individuals engaged in any aspect of business relationships, from customer service managers, consultants and corporate trainers in marketing, to owners of major corporations, online businesses and entrepreneurs, and students in the field. Specifically, you will gain information on the following: business-to-business (B2B) and business-to-customer (B2C) exchanges—similarities, differences, and how the Internet has changed these relationships the prospects of the Internet for marketing and customer relationships—predictions, positive effects, and negative effects from its inception to today how to develop and maintain a loyal customer base via the Internet improving B2B exchanges and business buyer relationship management through seamless Internet integration how to create a Web site that satisfies loyal customers and draws in new customers Featuring several charts, tables, and graphs, this guide provides effective measures that you can institute to ensure your company’s longevity. Customer Relationship Management in Electronic Markets will help you create marketing strategies that will successfully meet the needs of your customers and enhance your business reputation.

Author : Jerry Fjermestad,Nicholas C Robertson Jr
Publisher : Routledge
Page : 245 pages
File Size : 45,9 Mb
Release : 2015-05-15
Category : Business & Economics
ISBN : 9781317472186

Get Book

Electronic Customer Relationship Management by Jerry Fjermestad,Nicholas C Robertson Jr Pdf

This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.

Author : Gopalkrishnan R Iyer,David Bejou
Publisher : Routledge
Page : 124 pages
File Size : 40,7 Mb
Release : 2014-02-04
Category : Business & Economics
ISBN : 9781317718796

Get Book

Customer Relationship Management in Electronic Markets by Gopalkrishnan R Iyer,David Bejou Pdf

Discover an important tool in the development of new marketing strategies for satisfying online customers! Edited by two experts in the fields of business and marketing, Customer Relationship Management in Electronic Markets is designed to help you build Internet relationships that lead to customer retention and long-term loyalty. With this book, you will be able to offer customers the benefits they seek in the virtual marketplace and serve their best interests. Examining Web sites, e-mail, data mining, and other technology, this valuable tool can help you attract and keep the customers who will be the most profitable for your business. Despite many predictions that electronic marketing would create high profits for lower costs, many businesses have been discouraged by low yields due to ineffectual methods of obtaining and maintaining customers. Customer Relationship Management in Electronic Markets provides multiple frameworks, strategies, and techniques around which to organize your company’s electronic marketing plans. It shows you how to calculate trends, predict customer loss and gain, and prevent dissolution through analysis of the customer’s ever-changing needs. This volume also utilizes examples of real successful companies that have used the Internet to the fullest extent, like Staples, Dell, and Amazon.com. Customer Relationship Management in Electronic Markets is an excellent resource for individuals engaged in any aspect of business relationships, from customer service managers, consultants and corporate trainers in marketing, to owners of major corporations, online businesses and entrepreneurs, and students in the field. Specifically, you will gain information on the following: business-to-business (B2B) and business-to-customer (B2C) exchanges—similarities, differences, and how the Internet has changed these relationships the prospects of the Internet for marketing and customer relationships—predictions, positive effects, and negative effects from its inception to today how to develop and maintain a loyal customer base via the Internet improving B2B exchanges and business buyer relationship management through seamless Internet integration how to create a Web site that satisfies loyal customers and draws in new customers Featuring several charts, tables, and graphs, this guide provides effective measures that you can institute to ensure your company’s longevity. Customer Relationship Management in Electronic Markets will help you create marketing strategies that will successfully meet the needs of your customers and enhance your business reputation.

Author : Andreas Muther
Publisher : Springer
Page : 145 pages
File Size : 51,7 Mb
Release : 2012-12-06
Category : Business & Economics
ISBN : 9783642562228

Get Book

Customer Relationship Management by Andreas Muther Pdf

Under the term Customer Relationship Management (CRM) companies such as Siebel Systems offer solutions geared at optimising customer processes. These companies claim high customer satisfaction and reduced costs. Traditional software giants like SAP and Oracle have also begun to provide software solutions in the areas of marketing, sales and service. For many enterprises, the re-organisation of so-called front-office-processes is new ground. But what must a company consider when it initiates a CRM project? It is important to start with the customer needs before moving on to customer relationships as a whole. This book describes customer relationships using the concept of Customer Buying Cycle and thus creates a neutral orientation framework for CRM projects.

Author : Christian Uwagwuna
Publisher : GRIN Verlag
Page : 49 pages
File Size : 44,7 Mb
Release : 2011-04
Category : Electronic
ISBN : 9783640896837

Get Book

The IBM Model of Electronic Customer Relationship Management by Christian Uwagwuna Pdf

Essay from the year 2011 in the subject Business economics - Customer Relationship Management, CRM, grade: 80, De Montfort University Leicester (-), course: E Business, language: English, abstract: Introduction With the dynamic nature of the global business environment and increasing competitive pressure, organizations are shifting from product-focused strategy to consumer-focused strategy. With the advent of internet, consumers are becoming more knowledgeable and more aware of the various opportunities available to them. The internet has provided easy access to new products and access to more options leading to an expanded competitive advantage for the consumers, greatly enhancing their choices, value and pricing flexibilities in many cases. Customer retention and loyalty has become a nightmare to many organizations, and organizations are now involved in what can be termed "a relationship competition" between organizations and their clients, as customers can switch from one product to the other at the click of the computer mouse. In order to counter this phenomenon organizations are investing heavily in technologies enabling a customer-focused relationship marketing strategy. With tremendous growth in e-business and web-based services, organizations are therefore shifting to an internet based customer relationship management, hence the birth of electronic customer relationship management (E-CRM). In this report a comprehensive analysis of how IBM uses electronic customer relationship management (ECRM) to gain insight and understanding of their customer's needs and want is carried out and also how to improve customer's relationship by satisfying those needs. [...]

Author : Francis Buttle
Publisher : Routledge
Page : 495 pages
File Size : 48,9 Mb
Release : 2009
Category : Business & Economics
ISBN : 9781856175227

Get Book

Customer Relationship Management by Francis Buttle Pdf

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.

Author : Timo Beck
Publisher : GRIN Verlag
Page : 15 pages
File Size : 52,8 Mb
Release : 2010-04-06
Category : Business & Economics
ISBN : 9783640585403

Get Book

The Importance of Customer Relationship Management in Business Markets (B2B) by Timo Beck Pdf

Scientific Essay from the year 2010 in the subject Business economics - Customer Relationship Management, CRM, grade: 1,0, University of St Andrews, course: Business Marketing, language: English, abstract: The business-to-business (B2B) landscape is rapidly changing due to a variety of trends: The evolving end-customer expectations drive companies to be more responsive and provide a better value-proposition to their customers. This has translated into business markets, demanding greater responsiveness, reliability, and quality consciousness from supplying firms (Sheth & Shainesh, 2001: 274). Market consolidation as a result of a wave of mergers and acquisitions in many industries during the past two decades forces many companies to focus on the few large customers that survived (Narayandas, 2003: 1). Globalization, hyper-competition, the rapid rise of information technology, and the commoditization of many products through e-commerce have resulted in better visibility of demand and supply and lower switching costs. Logistics and communication advances have made buying from across the globe as easy as buying locally (Schäfer, 2007: 10). All this has lead to an erosion of customer loyalty and the ability to seek lower priced, better quality options from a wide variety of suppliers instantaneously. Therefore, building customer loyalty through relationship management is not a choice anymore for most businesses; it is crucial for the achievement of sustainable competitive advantage (Sheth & Shainesh, 2001). This report to the head of marketing of an imaginary business-to-business supplier aims to discuss the implementation of a customer relationship management (CRM) system. More specifically, the author will define the relevant terms, outline the suggested CRM techniques, and highlight their potential benefits and limitations. At the end, some final conclusions and recommendations will be presented.

Author : Jerry Fjermestad,Nicholas Romano
Publisher : M.E. Sharpe
Page : 236 pages
File Size : 45,5 Mb
Release : 2024-06-30
Category : Electronic
ISBN : 0765613271

Get Book

Electronic Customer Relationship Management by Jerry Fjermestad,Nicholas Romano Pdf

Author : Francis Buttle
Publisher : Routledge
Page : 362 pages
File Size : 47,8 Mb
Release : 2004-02-18
Category : Business & Economics
ISBN : 9781136412578

Get Book

Customer Relationship Management by Francis Buttle Pdf

Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.

Author : Kaufmann, Hans-Ruediger
Publisher : IGI Global
Page : 764 pages
File Size : 50,8 Mb
Release : 2014-10-31
Category : Business & Economics
ISBN : 9781466665484

Get Book

Handbook of Research on Managing and Influencing Consumer Behavior by Kaufmann, Hans-Ruediger Pdf

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.

Author : Naim, Arshi,Kautish, Sandeep Kumar
Publisher : IGI Global
Page : 383 pages
File Size : 45,8 Mb
Release : 2022-06-30
Category : Business & Economics
ISBN : 9781668453889

Get Book

Building a Brand Image Through Electronic Customer Relationship Management by Naim, Arshi,Kautish, Sandeep Kumar Pdf

Effective e-customer relationship management is imperative for increasing customer satisfaction, online sales, website patronage, loyalty, and retention. To understand exactly how this business strategy can be applied to enhance business operations, further study on its various benefits, opportunities, and challenges is required. Building a Brand Image Through Electronic Customer Relationship Management develops electronic customer relationship management strategies for achieving customer satisfaction and explains the concepts and uses of electronic customer relationship management to meet strategic objectives, improve customer loyalty, and build brand image. Covering topics such as marketing, brand equity, customer loyalty, and social media, this reference work is ideal for business owners, managers, entrepreneurs, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.

Author : Volker Schmid
Publisher : GRIN Verlag
Page : 37 pages
File Size : 47,9 Mb
Release : 2011-12
Category : Business & Economics
ISBN : 9783640914487

Get Book

Customer Relationship Management in the Airline Industry by Volker Schmid Pdf

Seminar paper from the year 2005 in the subject Business economics - Customer Relationship Management, CRM, grade: A, University of Teesside (Teesside Business School), course: Customer Relationship Management, 22 entries in the bibliography, language: English, abstract: To analyse the consumer behaviour presents an important criteria to be successful in the airline industry. This text gives answers to most relevant questions regarding consumer behaviour, using Air Lingus as an example. Finally, it includes a plan to implement a relationship marketing programme.

Author : Roger Joseph Baran,Robert J. Galka
Publisher : Routledge
Page : 406 pages
File Size : 41,9 Mb
Release : 2013
Category : Business & Economics
ISBN : 9780415896566

Get Book

CRM by Roger Joseph Baran,Robert J. Galka Pdf

This book introduces students to CRM (customer relationship management), a strategic methodology that's being embraced in increasing numbers by organizations looking to gain a competitive advantage. With in-depth coverage of business and consumer markets in various vertical markets, the impact of new technology and more, it helps readers understand how an enhanced customer relationship environment can differentiate an organization in a highly competitive marketplace. Featuring the latest developments in the discipline, a cohesive approach, and pedagogical materials (including chapter exercises that connect theory with action), it is the one-stop-source for a comprehensive CRM course.

Author : Frederick Newell
Publisher : McGraw-Hill Companies
Page : 358 pages
File Size : 50,5 Mb
Release : 2002
Category : Business & Economics
ISBN : 007138782X

Get Book

Loyalty.com by Frederick Newell Pdf

Packed with case studies and real-world examples, "loyalty.com" reveals what the latest technology shifts mean to marketers in every field and outlines the fundamentals needed to build customer loyalty that will last.

Author : Rainer Alt,Olaf Reinhold
Publisher : Springer Nature
Page : 115 pages
File Size : 48,9 Mb
Release : 2019-08-29
Category : Business & Economics
ISBN : 9783030233433

Get Book

Social Customer Relationship Management by Rainer Alt,Olaf Reinhold Pdf

Social media has received considerable attention, and many potential benefits, as well as concerns, are now being discussed. This book explores how social media can successfully support business processes in marketing, sales and service in the context of customer relationship management (CRM). It presents the fundamentals of Social CRM and shows how small and large companies alike have implemented it. In turn, the book presents analytic and operational software tools that offer features for enhancing and streamlining interactions with customers. The book concludes with an overview of essential design areas that businesses need to bear in mind when introducing social media into their CRM strategies. In this regard, it also points out key success factors, limitations, and data protection aspects.