CRM Goes Digital : Design and Use of Digital Customer Interface in Marketing, Sales and Service / edited by Sabine Kirchem, Martin Stadelmann, Mario Pufahl, David Laux

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Resource type: Ressourcentyp: Buch (Online)Buch (Online)Sprache: Englisch Reihen: Management for ProfessionalsVerlag: Wiesbaden : Springer Fachmedien Wiesbaden, 2025Verlag: Wiesbaden : Imprint: Springer, 2025Beschreibung: 1 Online-Ressource (XII, 302 p. 46 illus.)ISBN:

9783658457983

Weitere Titel:

Customer Relationship Management Goes Digital

Einheitssachtitel:

CRM goes digital

Schlagwörter:

Genre/Form:

Aufsatzsammlung

Andere physische Formen: 9783658457976 | 9783658457990 | 9783658458003 | Erscheint auch als: 9783658457976 Druck-Ausgabe | Erscheint auch als: 9783658457990 Druck-Ausgabe | Erscheint auch als: 9783658458003 Druck-Ausgabe | Erscheint auch als: CRM Goes Digital. Druck-Ausgabe. 2025. Auflage. Wiesbaden : Springer Fachmedien Wiesbaden GmbH, 2024. X, 340 SeitenDDC-Klassifikation:

658.812 23

DOI: DOI: 10.1007/978-3-658-45798-3Online-Ressourcen:

Zugang im Netz des KIT

Zusammenfassung: Part I: Plan -- The CRM Competence Model: The Basis of Consistently Customer-Oriented Company Design -- People and Organization in the CRM Competence Model: New Approaches to Organizational Development on the Way to a Customer-Centric Company -- The Exploded View as a Frame of Reference for More Successful CRM -- Performance Management: Leadership in the Digital Transformation -- On the Way to Digital CRM (dCRM) - The Transformation of Customer Management -- Sales Performance Management: Excellence in CRM with Digital Control Concepts -- Building a Next-Generation Digital Marketing Strategy -- Part II: Use -- Customer Behavior in the New Normal: What is temporary and What Will Remain? -- Swiss Re Corporate Solutions: Transforming a Traditional CRM System into a Customer Engagement Management (CEM) Solution -- Trigger-Based Marketing: Tiki-Taka for Digital Customer Relationship Management -- Artificial Intelligence Meets Homo Sapiens: Possible Applications and Limits of Artificial Intelligence -- The Digitalization of Customer Contact in Healthcare -- Part III: Implement -- How To Get a 360° Customer View -- Implementing the Customer Interface of the Future: Requirements for Business and Technical Architecture -- Explore the Right Personas for Successful Marketing, Sales, and Service -- Agile Design and Implementation of Digital Offerings: Holistically Realizing Customer Goals, Business Requirements, and Technical Implementation -- Voice and Speech Recognition for Banks and Insurance Companies -- Part IV: Optimize -- Digital CRM – From Disruption to Business Model -- Using Customer Data and Feedback to Optimize Products and Services -- How "Smart Technologies" Will Change Customer Relationship Management -- Customer Experience of Today and Tomorrow -- Behavioral Economics and CRM: Improved Prediction of Customer Behavior.Zusammenfassung: Customer management has taken on entirely new forms since digitalization. This brand-new CRM book is dedicated to the latest approaches that dominate sales, marketing, and service in this era of digitalization. Topics include Omni-Channel or mobile CRM concepts, Big Data and social media tools, new customer experience or loyalty approaches, and Artificial Intelligence, etc. In this forward-looking, practice-oriented, and conceptually sound customer relationship management book, readers will learn about future developments in customer management using digital CRM (dCRM), product, and service optimization. The book also focuses on sales management and the improvement of sales performance through radical customer orientation. The chapters are written by, and for, academic, consulting, and company experts who appreciate a theoretical and practical approach to the topic.PPN: PPN: 191747038XPackage identifier: Produktsigel: ZDB-2-SEB | ZDB-2-BUM | ZDB-2-SXBM

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