Customer Relationship Management Strategies in the Digital EraNas?r, Süphan IGI Global, 31 mars 2015 - 322 pages In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society. |
Table des matières
1 | |
The Evolution of Relationship Marketing Orientations | 25 |
The Conceptual Framework of Relationship Marketing | 38 |
Managing Relationships in Business Markets and Role of Information Communication Technologies | 64 |
Customer Service in Digital Era and Role of Internal Markets | 89 |
A Framework for CRM | 131 |
Customer Relationship Management as a CustomerCentric Business Strategy | 182 |
Customer Acquisition Management Strategies | 219 |
Customer Retention Strategies and Customer Loyalty | 244 |
Related References | 268 |
298 | |
About the Author | 319 |
320 | |
Autres éditions - Tout afficher
Customer Relationship Management Strategies in the Digital Era Süphan Nasir Aucun aperçu disponible - 2015 |