CRM Goes Digital

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.

• Erscheinungsdatum: 12.02.2025
• Autor/Autorin: Sabine Kirchem
• Reihe: Business and Management (R0)
• Format: E-Book
• Dateiformat: PDF
• Kopierschutz: Wasserzeichen
• Dateigröße: 10 MB
• Verlag: SPRINGER
• Sprache: Englisch
• Umfang: 302 Seiten
• ISBN: 9783658457983
• Lieferung: Sofort per Download
• Hinweis: Sofort per Download lieferbar. Kein physischer Versand.
• Kompatibilität: Lesbar auf Geräten und Apps mit PDF-Unterstützung.