Customer Relationship Management Strategies in the Digital Era

Couverture
Nas?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.

 

Pages sélectionnées

Table des matières

Marketing Strategies in Competitive Markets and Challenging Times
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
Compilation of References
298
About the Author
319
Index
320
Droits d'auteur

Autres éditions - Tout afficher

Customer Relationship Management Strategies in the Digital Era
Süphan Nasir
Aucun aperçu disponible - 2015

Expressions et termes fréquents

alliance allows the company analytical CRM applications automation behavior brand building Business Science Reference buyers buying campaigns channels commitment communication company needs company requires company’s competitive advantage consumer Copa Airlines costs creating customer CRM strategies CRM systems CRM technologies customer acquisition customer centric customer data customer experience customer experience management customer information customer insight customer loyalty customer relationship management customer retention customer satisfaction customer service customer value customer’s data mining database develop effective employees enables the company Enterprise Marketing Management enterprises Facebook feedback firms focus help the company Hershey identify increase integration International Journal Journal of Marketing lead management lead nurturing LinkedIn long-term loyal customers loyalty programs marketing strategies mobile offer operational CRM organization partners Parvatiyar potential products and services profitable customers purchase relation relationship marketing practices relationships with customers SAS Institute social media successful supplier T-Mobile USA tion tomer trust up-sell

À propos de l'auteur (2015)

Süphan Nasir received her BS degree in Sociology from Bogaziçi University, Turkey, and her PhD degree in Marketing from Istanbul University, Turkey. She was assigned as Assistant Professor in the Department of Business Administration at Istanbul University in 2007 and promoted to the position of Associate Professor in 2009. She is currently an Associate Professor at Istanbul University and she has been holding the positions of Chair of Production Management and Marketing discipline, vice chair of Business Administration Department, and Coordinator of Business Administration e-Learning program since 2009. She has been also actively dealing with higher education issues. She has been Editor-in-Chief of International Journal of E-Entrepreneurship and Innovation and Associate Editor of Yüksekögretim Dergisi / Journal of Higher Education since 2010. She is the advisory board member of Journal of Higher Education and Science and The Society of Digital Information and Wireless Communications (SDIWC). She also undertook important roles such as organization committee member and advisory board member of international conferences about higher education such as The International Higher Education Congress: New Trends and Issues (UYK-2011), International Congress on Trends in Higher Education: Innovations and Entrepreneurship (ICTHE2012), National Congress on E-Learning Technologies (2013), and International Summit of Istanbul Economists (2013). Customer relationship management as well as consumer behavior, innovation management, entrepreneurship, and higher education issues are the scope of her interest area. Her latest book entitled Modern Entrepreneurship and E-Business Innovations was published in the USA in 2013. Her articles have been published in reputable books and international academic journals. She attended some major international conferences as keynote speaker. She has also presented her research papers at major international conferences and received several scientific publications and best presenter awards. [Editor]

Informations bibliographiques

TitreCustomer Relationship Management Strategies in the Digital Era
Advances in Marketing, Customer Relationship Management, and E-Services (2327-5502)
RédacteurNas?r, Süphan
ÉditeurIGI Global, 2015
ISBN1466682329, 9781466682320
Longueur322 pages
  
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