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Customer Relationship Management : a Global Perspective / Gerhard Raab, Riad A. Ajami, G. Jason Goddard

By: Raab, Gerhard, autor
Contributor(s): Ajami, Riad A., autor | Goddard, G. Jason, autor
Material type: materialTypeLabelE-bookPublisher: London : Routledge, 2016Description: 1 recurso en línea.ISBN: 9781409405405 .Subject: Relaciones con el clienteOnline resources: Acceso a este recurso digital (usuarios Universidad Europea de Madrid)Digital Resources
Contents:
Cover; Contents; List of Figures; 1 Customer Relationship Management: Global and Local Dimensions; 2 Customer Orientation; 3 Product Quality; 4 Customer Satisfaction; 5 Customer Retention; 6 Customer Value; 7 Company Success: Customer Relationship Management and the Balanced Scorecard; 8 Challenges for Global Customer Relationship Management; Appendix: Case Studies on Customer Relationship Management; 1 Customer Satisfaction at Paradorn Bank; 2 The Case of Discovery; 3 AB Swedish Lumber; 4 The Case of Leban, Inc. and the Croatian Frozen Packaged Foods Market; 5 Customer Orientation at Tesco
6 Mikhak Fresh Cut FlowersBibliography; Index
Summary: Customer Relationship Management combines marketing and relationship theory with practical advice to enable students and practitioners to understand the philosophy and significance of CRM. The book illustrates how leading companies are using techniques such as customer orientation, retention, global relationship management and performance management through the Balanced Scorecard to develop long-term, sustainable advantage
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Holdings
Item type Current library Collection Call number Status Date due Barcode Item holds
LIBRO-E NO PRÉSTAMO LIBRO-E NO PRÉSTAMO Madrid Digital Acceso Electrónico (UEM) Ciencias Sociales HF5415.5 .C836 2017 EB (Browse shelf(Opens below)) Acceso electrónico eBook9781315575636
Total holds: 0

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Cover; Contents; List of Figures; 1 Customer Relationship Management: Global and Local Dimensions; 2 Customer Orientation; 3 Product Quality; 4 Customer Satisfaction; 5 Customer Retention; 6 Customer Value; 7 Company Success: Customer Relationship Management and the Balanced Scorecard; 8 Challenges for Global Customer Relationship Management; Appendix: Case Studies on Customer Relationship Management; 1 Customer Satisfaction at Paradorn Bank; 2 The Case of Discovery; 3 AB Swedish Lumber; 4 The Case of Leban, Inc. and the Croatian Frozen Packaged Foods Market; 5 Customer Orientation at Tesco

6 Mikhak Fresh Cut FlowersBibliography; Index

Customer Relationship Management combines marketing and relationship theory with practical advice to enable students and practitioners to understand the philosophy and significance of CRM. The book illustrates how leading companies are using techniques such as customer orientation, retention, global relationship management and performance management through the Balanced Scorecard to develop long-term, sustainable advantage

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