Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.

CUSTOMER RELATIONSHIP MANAGEMENTOPERATIONAL CRMANALYTICAL CRMCOLLABORATIVE CRMRELATIONSHIP MANAGEMENTTHE CRM MODELSELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM)CRM IMPLEMENTATIONAPPLICATIONS OF CRM IN HEALTH SECTORFINANCIAL SYSTEM OVERVIEWAPPLICATIONS OF CRM IN THE MANUFACTURING SECTORAPPLICATION OF CRM IN RETAIL SECTORAPPLICATION OF CRM INTELECOM SECTORFUTURE OF CRMConclusionReferenceIndex

Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.

Customer Relationship Management is of a great use to the multi-level business arrangement. Its use can be dated back to the era of pre-industrialisation when its need was found for keeping track about the needs and demands of the customer. Many advancements were made since the time but the term ‘CRM’ was finally identified in 2005. Till date the CRM continuously gets updated with the recent technological advancements made in the software department. This makes the CRM to be endowed with best of the features till date. The CRM even keeps a database consisting of information about its customers personal details as well as the details about the purchasing interests of the customer such as like and dislikes for the item, purchasing history etc. Apart from this, the company also tries to maintain communication through social media platforms to keep themselves updated with the experiences of the customers about the use of their product. It is also essential for maintaining relationship with their customers (new or old) which reflects upon the organisation’s final output value. There is a wide application of Customer Relationship Management in certain fields and its scope remains wide.

Inhaltsangabe:Introduction: In order to stay ahead of the competition companies are more and more forced to turn their attention to their real assets: their customers. Both, the value of the individual customer and the development of personalized relationships with them have made customer relationship management as one of the emerging topics in the last years. Faced with the increased knowledge of the customers about existing product- and service offerings on the market, companies are more than ever required to develop specific customer knowledge in order to adapt their products and services according to the requirements of the customer. Customer relationship management is no longer something that only huge leading enterprises use in order to gain a competitive advantage. In the increased competitive landscape, it is now a necessity for survival even for small and medium-sized enterprises. Customer relationship management is a complex and difficult way of doing business. CRM means more than just installing a software or automating customer touch points. It is about the reinvention of a customer-oriented organization. According to the special requirements of small and medium-sized businesses, the degree of difficulty of the CRM approach even increased. The following Bachelor s Thesis reveals the overall importance of a customer relationship management system especially for small and medium-sized enterprises. In addition to the topic of CRM, the increasing importance and possibilities of open source software is revealed. The main research question consists of the idea if open source customer relationship management systems are able to fulfill the requirements of a CRM software. In order to be able to answer this question, the following Bachelor s Thesis made use of the literature available on the topics CRM, special requirements of small and medium-sized enterprises, and the topic of open source software. By revealing what a CRM have to fulfill in order to be classified as customer relationship management system according to the findings in the literature, various requirements are identified. In the next step, the three most popular open source CRM software systems Sugar CRM, vTiger, and OpenCRX are scrutinized under the criteria if they are able to fulfill the requirements defined in the previous steps. The conclusion discusses the previous findings and outlines the chances and limits of open source customer relationship management [...]