Werner Reinartz

Monika Käuferle

Mit einem Umsatzvolumen von über 1.800 Mrd. Euro ist der Handel als Branche eine der wichtigsten Stützen der deutschen Volkswirtschaft. In den vergangenen Jahren zeichnen sich signifikante strukturelle Veränderungen in der Handelslandschaft ab, insbesondere geprägt durch die Verbreitung neuer Technologien. In diesem dynamischen Umfeld ist der institutionelle Handel gezwungen, sich neu zu orientieren und seine Wertschöpfung neu zu durchdenken. Das Ziel des Werkes ist es, die Herausforderungen und Implikationen für eine nachhaltige Wertschöpfung in der Zukunft vorzuzeichnen: Es beschreibt und analysiert Wertschöpfungsstrategien des Handels an der Schnittstelle zwischen Forschung und Praxis mit dem Ziel, entscheidungsorientiert die Wertschöpfungstreiber und erfolgreiche Handelsstrategien aufzuzeigen.

Wertschöpfung im Handel

V. Kumar

Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM.

Concept, Strategy, and Tools

Customer Relationship Management

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 relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.

Werner Reinartz

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