Collaborative Customer Relationship Management: Taking CRM to the Next Level (Hardcover)

~ Alexander H. Kracklauer (Editor), D. Quinn Mills (Editor), Dirk Seifert (Editor) "In the early nineties, manufacturing and retailing managers in the US were confronted with a growing problem: stagnation..." (more)
Key Phrases: digital loyalty networks, collaborative category management, category management process, Loyalty Networkers, Harvard Business School, New York (more...)

Editorial Reviews

Product Description

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.

Product Details

• Hardcover: 273 pages
• Publisher: Springer; 1 edition (September 17, 2003)
• Language: English
• ISBN-10: 3540002278
• ISBN-13: 978-3540002277
• Product Dimensions: 9.4 x 6.4 x 0.8 inches
• Shipping Weight: 1.2 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon.com Sales Rank: #1,195,744 in Books (See Bestsellers in Books)

Customer Reviews

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, November 4, 2003

By A Customer

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!!!, February 26, 2004

By	An avid reader (Singapore) - See all my reviews

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....