Collaborative Customer Relationship Management

Chapter 1 Customer Management as the Origin of Collaborative Customer Relationship Management

Chapter 2 What Have We Learned so Far? Making CRM Make Money — Technology Alone Won’t Create Value

Chapter 3 Collaborative Customer Relationship Management (CCRM)

Chapter 4 Case Study: Implementation of Collaborative Customer Relationship Management at Procter & Gamble

Chapter 5 The Integration of Supply Chain Management and Customer Relationship Management

Chapter 6 Case Study: ISCRM — A Study of the Business Benefits Achieved through Integrated Supply and Customer Relationship Management

Chapter 7 The Future of Collaborative Customer Relationship Management: Integrating Demand and Supply Chains

Chapter 8 Collaboration in CRM: Potentials and Challenges of an Individualization Based Approach

Chapter 9 Building Customer Loyalty with Collaboration Nets: Four Models of Individualization Based CCRM

Chapter 10 Collaborative Customer Relationship Management from a Market Research Viewpoint

Chapter 11 Category Management: Why Now?

Chapter 12 CPFR — Views and Experiences at Procter & Gamble

Chapter 13 How to Scale Your CPFR-Pilot

Chapter 14 New Ways of Category Management

Chapter 15 Collaborative Category Management on the Internet — Basics to Create and Manage Consumer-Focused Assortments in Online-Shops

Chapter 16 Conclusions and Key Takeaways