Download Free The Ibm Model Of Electronic Customer Relationship Management Book in PDF and EPUB Free Download. You can read online The Ibm Model Of Electronic Customer Relationship Management and write the review.

Essay from the year 2011 in the subject Business economics - Customer Relationship Management, CRM, grade: 80, De Montfort University Leicester (-), course: E Business, language: English, abstract: Introduction With the dynamic nature of the global business environment and increasing competitive pressure, organizations are shifting from product-focused strategy to consumer-focused strategy. With the advent of internet, consumers are becoming more knowledgeable and more aware of the various opportunities available to them. The internet has provided easy access to new products and access to more options leading to an expanded competitive advantage for the consumers, greatly enhancing their choices, value and pricing flexibilities in many cases. Customer retention and loyalty has become a nightmare to many organizations, and organizations are now involved in what can be termed "a relationship competition" between organizations and their clients, as customers can switch from one product to the other at the click of the computer mouse. In order to counter this phenomenon organizations are investing heavily in technologies enabling a customer-focused relationship marketing strategy. With tremendous growth in e-business and web-based services, organizations are therefore shifting to an internet based customer relationship management, hence the birth of electronic customer relationship management (E-CRM). In this report a comprehensive analysis of how IBM uses electronic customer relationship management (ECRM) to gain insight and understanding of their customer's needs and want is carried out and also how to improve customer's relationship by satisfying those needs. [...]
Essay from the year 2011 in the subject Business economics - Customer Relationship Management, CRM, grade: 80, De Montfort University Leicester (-), course: E Business, language: English, abstract: Introduction With the dynamic nature of the global business environment and increasing competitive pressure, organizations are shifting from product-focused strategy to consumer-focused strategy. With the advent of internet, consumers are becoming more knowledgeable and more aware of the various opportunities available to them. The internet has provided easy access to new products and access to more options leading to an expanded competitive advantage for the consumers, greatly enhancing their choices, value and pricing flexibilities in many cases. Customer retention and loyalty has become a nightmare to many organizations, and organizations are now involved in what can be termed “a relationship competition” between organizations and their clients, as customers can switch from one product to the other at the click of the computer mouse. In order to counter this phenomenon organizations are investing heavily in technologies enabling a customer-focused relationship marketing strategy. With tremendous growth in e-business and web-based services, organizations are therefore shifting to an internet based customer relationship management, hence the birth of electronic customer relationship management (E-CRM). In this report a comprehensive analysis of how IBM uses electronic customer relationship management (ECRM) to gain insight and understanding of their customer’s needs and want is carried out and also how to improve customer’s relationship by satisfying those needs. [...]
This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
"This book explores the possibilities and advantages created by fuzzy methods through the presentation of thorough research and case studies"--Provided by publisher.
This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.
Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.
In today’s increasingly competitive business environment, organizations must be able to adapt to the ever-changing business landscape where traditional business concepts no longer ensure success. The future will be driven by value and competing ideas—creating an environment where old alignments and equations will be replaced by a global network of projects and brand equity can evaporate quickly. Scale business relationships or perish is becoming the new mantra. Written by a team of authors from the world's largest software outsourcer, Web-Based and Traditional Outsourcing explains how to leverage the Web to effectively manage and deploy people, resources, and competencies—regardless of their location. It introduces ground-breaking business models and frameworks that add significant value to outsourcing. This cutting-edge reference: Integrates sourcing, acquisition, payment, and sales into a single end-to-end solution Addresses outsourced project management, as well as the offer and acceptance of technology services Details how to reduce costs and improve delivery times in software projects through reuse Explains risk sharing, co-ownership, win-win business approaches, and equity-based contracts Examining emerging trends and the future of outsourcing, the text provides authoritative insights into what are becoming the new ways of doing business. The authors supply the enterprise-wide vision of corporate capabilities needed to address contemporary outsourcing issues and include helpful tools for evaluating offshore vendors and determining the best location for your infrastructure needs.