Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.
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Editorial Reviews
Review
From the reviews: "This is a book that offers much educational benefit to practitioners and academics alike. … Collaborative Customer Relationship Management consists of six parts and 13 chapters, each contributed by experts … . is full of detailed information on customer relationship management and on category management. It is excellent for retail training, including some of the schools with programs in retail management. … is an excellent book for use in large consumer products firms as it has something for everyone engaged in commerce." (Janis Dietz, Journal of Consumer Marketing Vol. 22(2), 2005)
From the Back Cover
Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. In this context, new strategic frameworks and cooperation with everybody along the whole value chain are needed to allow managers to deal with the changes in shopping patterns of consumers. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach with a view to jointly develop customer bonding and loyalty. Experts from companies like McKinsey, Procter&Gamble, Accenture, and AC Nielsen, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future. "Collaborative CRM is the next generation of CRM." Hasso Plattner, founder and CEO of SAP
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Most Helpful Customer Reviews
0 of 1 people found the following review helpful:
5.0 out of 5 stars
Harvard Editors Are Taking CRM To a New Level,
By A Customer
This review is from: Collaborative Customer Relationship Management: Taking CRM to the Next Level (Hardcover)
Great Book, great value. It really seems Harvard is catching up with Wharton, Kellog and other marketing champions in the academic area. This book is outstanding; it links theory and business life nicely - the case studies do their work...You can read about the newest developments in the CRM field (mass customization, collaborative customer relationship management and category management, VMI and CPFR) and you understand how to boost your business. Just do the things the other companies displayed in the book did...I really recommend this book!
0 of 2 people found the following review helpful:
5.0 out of 5 stars
A must read!!!,
By An avid reader (Singapore) - See all my reviews
This review is from: Collaborative Customer Relationship Management: Taking CRM to the Next Level (Hardcover)
Read this book if you wish to know how collaboration based partnership concepts like CPFR, ECR, CCRM etc will rule management approaches. This is the way forward....
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Inside This Book
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First Sentence:
In the early nineties, manufacturing and retailing managers in the US were confronted with a growing problem: stagnation. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
digital loyalty networks, collaborative category management, category management process, customer value growth, collaboration net, customer retention management, occasional shoppers, joint business plan, conventional retailing, baby care center, knowledge loop, efficient consumer response, supply chain collaboration, customer lifetime value, customer relationship management, channel conflicts Key Phrases - Capitalized Phrases (CAPs): (learn more)
Loyalty Networkers, Harvard Business School, New York, Deloitte Research Figure, Market Takers, Herman Miller, Estée Lauder, Percentage of Companies, Goals Source, Collaborative Customer Retention Management, Deloitte Consulting, Medium Medium Medium, Harvard Business Review, Joint Market Research, Value Associates Figure, Boston Consulting Group, North American, Global Beer Industry, High High, Case Studv, Gamble Figure, General Mills, Jahrbuch Handelsmanagement, Journal of Marketing Research, Kurt Salmon Associates New!
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Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
In the early nineties, manufacturing and retailing managers in the US were confronted with a growing problem: stagnation. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
digital loyalty networks, collaborative category management, category management process, customer value growth, collaboration net, customer retention management, occasional shoppers, joint business plan, conventional retailing, baby care center, knowledge loop, efficient consumer response, supply chain collaboration, customer lifetime value, customer relationship management, channel conflicts Key Phrases - Capitalized Phrases (CAPs): (learn more)
Loyalty Networkers, Harvard Business School, New York, Deloitte Research Figure, Market Takers, Herman Miller, Estée Lauder, Percentage of Companies, Goals Source, Collaborative Customer Retention Management, Deloitte Consulting, Medium Medium Medium, Harvard Business Review, Joint Market Research, Value Associates Figure, Boston Consulting Group, North American, Global Beer Industry, High High, Case Studv, Gamble Figure, General Mills, Jahrbuch Handelsmanagement, Journal of Marketing Research, Kurt Salmon Associates New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
This book cites 14
books:
See all 14 books this book cites
- Collaborative Planning, Forecasting and Replenishment by Dr. Dirk Seifert on 4 pages
- Handbook of Industrial Engineering: Technology and Operations Management by Gavriel Salvendy on page 131, and page 154
- Retail Environment by Ken Jones on page 252
- Customer Relationship Management (Briefcase Books Series) by Kristin L. Anderson on page 117
- Practice of Management (Drucker Series) by Peter F. Drucker on page 129
See all 14 books this book cites
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