Résultats de la recherche - ("deregulation" OR ("relations" OR "relationship"))

Relationship marketing : management of customer relationships / par Bruhn, Manfred

Sujets: “…Customer relations…”

Relationship marketing : exploring relational strategies in marketing par Egan, John

Table des matières: “…Preface ix Acknowledgements xi List of abbreviations xiv Part I RELATIONSHIPS 1 (110) Relationships in marketing 3 (27) Key issues 3 (1) Introduction 3 (1) Influences on relational strategy development 4 (4) RM development 8 (4) Antecedents of RM 12 (2) The development of RM 14 (4) Towards a definition of RM 18 (6) Summary 24 (1) Discussion questions 25 (1) Case study: Now that's really radical 25 (2) References 27 (3) Relationships 30 (21) Key issues 30 (1) Introduction 30 (1) Relationships 30 (1) Relationship forming 31 (1) Categorising relationships 32 (4) Relationship loyalty 36 (6) Unrealistic relationship development 42 (3) Relationships in context 45 (1) Summary 46 (1) Discussion questions 46 (1) Case study: Manchester United plans to establish fans' forum 47 (1) References 48 (3) Relationship economics 51 (24) Key issues 51 (1) Introduction 51 (1) Relationship economics 51 (2) Customer acquisition 53 (1) Customer retention 53 (1) Acquisition and retention costs 54 (3) Economics of retention strategies 57 (5) Marketing reality 62 (1) Lifetime value 63 (1) Switching costs 64 (2) Relationship longevity 66 (2) Knowing your customer 68 (2) The validity of relationship economics 70 (1) Summary 71 (1) Discussion questions 71 (1) Case study: IKEA has to look out for retailer's friendly touch 71 (2) References 73 (2) Strategy continuum 75 (13) Key issues 75 (1) Introduction 75 (1) RM in context 75 (1) RM/TM continuum 76 (3) Marketing implications 79 (1) Continuum drivers 80 (3) Summary 83 (1) Discussion questions 84 (1) Case study: Inside track 84 (2) References 86 (2) Relationship drivers 88 (23) Key issues 88 (1) Introduction 88 (1) Risk, salience and emotion 88 (3) Trust and commitment 91 (5) Perceived need for closeness 96 (1) Customer satisfaction 97 (9) Summary 106 (1) Discussion questions 107 (1) Case study: A question of trust 107 (2) References 109 (2) Part II THE CORE FIRM AND ITS RELATIONSHIPS 111 (74) Customer partnerships 115 (22) Key issues 115 (1) Introduction 115 (1) Customer focus 115 (2) Services 117 (2) Service industries 119 (2) Customer service 121 (3) Building customer relationships 124 (6) Profit chains 130 (3) Summary 133 (1) Discussion questions 133 (1) Case study: Mr Clean: biography of Toffael Rashid 133 (2) References 135 (2) Internal partnerships 137 (18) Key issues 137 (1) Introduction 137 (1) Customer--employee interface 137 (1) Theory development 138 (2) The internal market 140 (1) The functional interface 141 (3) Climate and culture 144 (1) Employee retention and loyalty 144 (1) Empowerment 145 (2) IM implementations 147 (2) Conclusion 149 (1) Summary 150 (1) Discussion questions 151 (1) Case study: Employees hold key to thwarting the competition 151 (1) References 152 (3) Supplier partnerships 155 (13) Key issues 155 (1) Introduction 155 (1) Supplier partnerships 156 (1) Business-to-business relationship research 156 (1) Business relationships 157 (2) Partnering 159 (1) Culture gap 160 (1) Partnership costs and benefits 161 (1) Power 162 (1) The downside of B2B partnerships 162 (2) Summary 164 (1) Discussion questions 164 (1) Case study: What to buy 164 (2) References 166 (2) External partnerships 168 (17) Key issues 168 (1) Introduction 168 (1) Horizontal partnerships 168 (1) Relationship research 169 (1) Networks and collaboration 170 (1) Networks 171 (1) Collaboration 172 (1) Collaboration types 172 (3) Developing collaborative relationships 175 (3) Downsides 178 (1) Other relationships 179 (2) Conclusion 181 (1) Summary 181 (1) Discussion questions 181 (1) Case study: Star Alliance saving customers $100 million annually 182 (1) References 183 (2) Part III MANAGING AND CONTROLLING THE RELATIONSHIP 185 (40) Relationship technology 187 (19) Key issues 187 (1) Introduction 187 (2) Manufacturing technology 189 (2) Information technology 191 (3) Marketing types 194 (4) The changing marketplace 198 (3) Summary 201 (1) Discussion questions 202 (1) Case study: End of the line for loyalty? …”

Customer relationship management : concepts, applications and technologies par PRIOR, D. D. (Author)

Table des matières: “…Section A: Understanding Customer Relationships 1. An Introduction to CRM 2. Understanding Customer-Supplier Relationships Section B: Strategic CRM 3. …”

Law relating to dismissal discharge and retrenchment under labour laws par Kumar,H.L

Sujets:

Customer Relationship Management/ par RAI, C.P

Sujets:

Adoption and implementation of al in customer relationship management/

Sujets: “…Customer Relations…”

Customer relationship management: a global approach / par Chakravorti, Samit

Sujets: “…Customer relations Management…”

Marketing management : a relationship approach/ par Hollensen, Svend

Table des matières: “…Chapter 1 Introduction Part I Assessing the competitiveness of the firm (internal) Chapter 2 Identification of the firm’s core competences Chapter 3 Development of the firm’s competitive advantage Part II Assessing the external marketing situation Chapter 4 Customer behaviour Chapter 5 Competitor analysis and intelligence Chapter 6 Analysing relationships in the value chain Part III Developing marketing strategies Chapter 7 SWOT analysis, strategic marketing planning and portfolio analysis Chapter 8 Segmentation, targeting, positioning and competitive strategies Chapter 9 CSR strategy and the sustainable global value chain Part IV Developing marketing programmes Chapter 10 Establishing, developing and managing buyer–seller relationships Chapter 11 Product and service decisions Chapter 12 Pricing decisions Chapter 13 Distribution decisions Chapter 14 Communication decisions Part V Organising, implementing and controlling the marketing effort Chapter 15 Organising and implementing the marketing plan Chapter 16 Budgeting and controlling Appendix Market research and decision support system Glossary Index…”

Choices in relationships : an introduction to marriage and the family / par Knox, David

The casework relationship par Biestek F.P

Defying the limits : reaching new heights in customer relationship management

Sujets:

Social customer relationship management (Social-CRM) in the era of Web 4.0 par AMMARI, N. B. (Author)

Table des matières: “…A conceptual framework of the challenges and benefits of social customer relationship management Chapter 4. Towards integrating the customer-supplier relationship in perceived value conceptualization Chapter 5. …”

Customer Relationship Management/ par Kavitha, B.

Sujets: “…Relationship Marketing…”

Customer relationship management par SHANTHI, R. (Author)

Sujets: “…Customer relationship…”

Handbook of relationship marketing /

Table des matières: “…DOMAIN, EVOLUTION, AND GROWTH OF RELATIONSHIP MARKETING: ALTERNATIVE PERSPECTIVES The Domain and Conceptual Foundations of Relationship Marketing - Atul Parvatiyar and Jagdish N Sheth Relationship Marketing: The UK Perspective - Adrian Payne The IMP Perspective: Assets and Liabilities of Business Relationships - Hakan Hakansson and Ivan J Snehota Relationship Marketing: The Nordic School Perspective - Christian Gronroos The Evolution of Relationship Marketing - Jagdish N Sheth and Atul Parvatiyar II. …”

Customer relationship management : how to turn a good business int great one par Robert-Phelps Graham

Sujets: “…Customer relationship management…”

Customer centricity : focus on the right customers for strategic advantage / par Fader, Peter S.

Table des matières: “…Introduction Copyright Contents Preface: You Must Read This Before Entering the Time Capsule Introduction Chapter 1: Product Centricity: Cracks in the Foundation Chapter 2: Customer Centricity: The New Model for Success Chapter 3: Customer Equity: New Views on Value Chapter 4: Customer Lifetime Value: The Real Worth of Your Customers Chapter 5: Customer Relationship Management: The First Step Toward Customer Centricity Conclusion Afterword Acknowledgments About the Wharton Executive Essentials Series About the Author About Wharton School Press…”

Social casework : an introduction for students in developing countries par Harris, F. J.

Sujets: “…Casework relationship…”