By Markus Wübben

ISBN-10: 3834912786

ISBN-13: 9783834912787

The ever-increasing volume of individual-level client facts generated via loyalty courses opens new views for client courting management(CRM). but, fresh research have proven that an enormous fraction of CRM tasks fail to convey the nice on the base line. one of many major purposes for this limitation is that those info require complex analytical processing to totally leverage their power ("analytical CRM"). learn and perform are nonetheless in its early phases with recognize to analytical CRM.

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First, it considers IT only a tool for sophisticated CRM. Second, it views CRM as a cross-functional process which emphasizes the importance CRM should and needs to have within a firm. , to simultaneously create value for both, the customer and the firm. " Likewise, Levitt (1960) proposed that firms should not focus on selling products but rather on fulfilling needs. CRM involves using existing customer information to improve company profitability and customer service. CRM attempts to provide a strategic bridge between information technology and marketing strategies aimed at building long-term relationships and profitability.

2004; Doyle 2000; Lehmann 2004; Rust et al. 2004b; Schultz and Gronstedt 1997). Using the concept of CLV and ultimately customer equity (CE) researchers have developed customer management frameworks and models, such as the Customer Asset Management of Services framework (CUSAMS; Bolton et al. 2004) or the Return on Marketing framework (Rust et al. 2004a) that enable marketing managers to establish links from their marketing activities over customers’ perceptions to customer lifetime value and ultimately financial value of the firm (Gupta et al.

2004) and crucial for firms’ financial performance by enhancing and stabilizing cash-flows (Srivastava et al. 1998; 1999). In this context, transaction data provide information on the portfolio of products/services that customers buy over time. However, the underlying motives and requirements that may have led to these purchases across categories are not known. To obtain richer insights to facilitate cross-selling, it is necessary to collect attitudinal data through surveys to understand the needs and requirements of customers (Gupta et al.

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Analytical CRM by Markus Wübben

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