Customer Relationship Management: A Global Perspective

ISBN-13: 9780754671565 / Angielski / Twarda / 2008 / 216 str.

Gerhard Raab; Professor Riad A. Ajami

Opis

Explores the benefits to the firm of a globally integrated approach to customer relationship management. This book integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits

Recenzje

’The book is well written and contains numerous charts, flow diagrams and statistical tables to illustrate key ideas. One particularly useful feature is the inclusion of six comprehensive case studies of CRM practices.’ - Economic Outlook and Business Review

Spis treści

Chapter 1 Customer Relationship Management: Global and Local Dimensions; Chapter 2 Customer Orientation; Chapter 3 Product Quality; Chapter 4 Customer Satisfaction; Chapter 5 Customer Retention; Chapter 6 Customer Value; Chapter 7 Company Success: Customer Relationship Management and the Balanced Scorecard; Chapter 8 Challenges for Global Customer Relationship Management;

O autorze

Professor Gerhard H. Raab is based at the Transatlantic Institute, University of Applied Sciences, Ludwigshafen, Germany. Professor Riad A. Ajami is based at the Raj Soin College of Business at Wright State University in Dayton, Ohio, USA and Professor Vidyaranya B. Gargeya is based at the Bryan School of Business and Economics, University of North Carolina at Greensboro, USA. G. Jason Goddard is Vice President at Wachovia Corporation, Winston-Salem, North Carolina, USA.