Today, supply chain transformation for creating customer value continues to be a priority for many companies, as it enables them to gain a competitive advantage. While value creation is shaped by external drivers such as market volatility, technology, product and service offering, and...

This book focuses on human behavioural processes and describes them from an interdisciplinary perspective. It introduces readers to the main theories and approaches in the field of organisational development and change (ODC), and discusses their relevance and purpose with a clear focus on...

This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer...

Preface -- 1 The Role of CRM -- 2 Relationship Marketing -- 3 Strategic CRM -- 4 Implementing the CM Strategy -- 5 CRM Metrics -- 6 Data Mining -- 7 Using Databases -- 8 Software Tools and Dashboards -- 9 Designing Loyalty Programs -- 10 Campaign Management -- 11 CRM and Multichannel Management...