ISBN: 3540002278
TITLE: Collaborative Customer Relationship Management
AUTHOR: Kracklauer
TOC:

Preface of the Editors V
Part 1: Customer Relationship Management: The Basics 1
Chapter 1:
Customer Management as the Origin of Collaborative Customer Relationship Management 3
Alexander H. Kracklauer, D. Quinn Mills, and Dirk Seifert
Chapter 2:
What Have We Learned so Far? Making CRM Make Money - Technology Alone Won't Create Value 7
Eric Almquist, David Bovet, and Carla J. Heaton
Part 2: Collaborative Customer Relationship
Management - How to Win in the Market with Joint Forces 23
Chapter 3:
Collaborative Customer Relationship Management (CCRM) 25
Alexander H. Kracklauer, D. Quinn Mills, and Dirk Seifert
Case Study: Implementation of Collaborative Customer Relationship Management at Procter & Gamble 46
Alexander H. Kracklauer and Niko Warmbrunn
Chapter 4:
The Integration of Supply Chain Management and Customer Relationship Management 57
Alexander H. Kracklauer, D. Quinn Mills, Dirk Seifert, and Michael Barz
Case Study: ISCRM - A Study of the Business Benefits Achieved through Integrated Supply and Customer Relationship Management 70
Scott Hines
Chapter 5:
The Future of Collaborative Customer Relationship Management: Integrating Demand and Supply Chains 77
Jim Duffy, Peter Koudal, and Stephen Pratt
Part 3: The Demand Side: Collaborative Customer Relationship and Category Management 107
Chapter 6:
Collaboration in CRM: Potentials and Challenges of an Individualization Based Approach 109
Christian Schaller, Frank T. Piller, and Ralf Reichwald
Chapter 7:
Building Customer Loyalty with Collaboration Nets: Four Models of Individualization Based CCRM 133
Frank T. Piller, Ralf Reichwald, and Christian Schaller
Chapter 8:
Collaborative Customer Relationship Management from a Market Research Viewpoint 155
Matthias Gro and Jens Ohlig
Chapter 9:
Category Management: Why Now? 173
Peter Barrenstein and Stefan Tweraser
Part 4: The Supply Side: Collaborative Planning, Forecasting and Replenishment (CPFR) as a Tool to Support CCRM 181
Chapter 10:
CPFR - Views and Experiences at Procter & Gamble 183
Peter Hambuch
Chapter 11:
How to Scale Your CPFR-Pilot 199
Georg Engler
Part 5: What's Next? - The Future of Collaborative Customer Relationship Management 215
Chapter 12:
New Ways of Category Management 217
Alexander H. Kracklauer, D. Quinn Mills, Dirk Seifert, Michael Leyk, and Steffen Rbke
Chapter 13:
Collaborative Category Management on the Internet - Basics to Create and Manage Consumer-Focused Assortments in Online-Shops 229
Markus Groweischede
Part 6: Conclusions and Key Takeaways 255
Alexander H. Kracklauer, D. Quinn Mills, and Dirk Seifert
Editors 261
Contributing Authors 263
Index 269
END
