THE RELATIONAL ENTERPRISE

Erscheinungsjahr 2001
ISBN: 978-0-8144-0669-4
Verlag: McGraw-Hill Education

Buch, Englisch, 0 Seiten, Format (B × H): 10 mm x 38 mm, Gewicht: 895 g

"Thanks to recent technologies, companies have made great strides in customer relationship management (CRM). But now they're realizing that CRM is only part of the picture. To be fully successful, an organization must be fully relational--managing contacts with employees, sales reps, vendors, partners, and even competitors. A new enterprise model is on the horizon, and this ground-breaking book leads the way. The Relational Enterprise shows how to integrate people, processes, structure, and technology into a single focused system capable of greater gains than ever before. It explains how to turn every contact into a potential buyer or de facto salesperson, thus enabling a company to sell up and down the customer and supplier chains. Readers will learn how to unify current programs and systems into a cohesive whole that unleashes the tremendous power now hidden in stand-alone efforts. Based on in-depth field research by the author's firm and by PeopleSoft, The Relational Enterprise helps forward-thinking businesses reinvent service. It provides a system that truly permits every organization to maximize the lifetime value and profitability of its customers."

Autoren/Hrsg.

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Management Unternehmensorganisation & Entwicklungsstrategien
• Wirtschaftswissenschaften Betriebswirtschaft Management Unternehmensführung
• Mathematik | Informatik EDV | Informatik Computerkommunikation & -vernetzung

Inhaltsverzeichnis

"Introduction Part I: Relational Enterprise Building Blocks 1. The Expanding Definition of ""Organization"" 2. The Expanding Definition of ""Employee"" 3. The Expanding Definition of ""Customer"" 4. The Relational Structure Part II: Relational Enterprise Service Processes 5. The Relational Business Cycle 6. Maximizing Interaction Satisfaction 7. A Second Generation Definition of ""360-Degree View"" 8. The Expanding Definition of CRM 9. The Expanding Definition of Collaborative CRM 10. Transitioning to a Customer Interaction Center 11. Effective Relational Processes Part III: Relational Enterprise Systems 12. New Relational Data Types 13. Understanding Relational Systems 14. RM Analytics Part IV: Relational Enterprise Leadership 15. Benefits of Relational Systems 16. Evaluating Relational Systems 17. Evaluating Relational System Vendors 18. Managing RM Change 19. Creating the Relational Enterprise 20. Symptoms of the Dysfunctional Organization 21. Relational Enterprise Resources Epilogue About the Author List of Acronyms"

Über Autor(innen)

Kenneth Carlton Cooper (St. Louis, MO) is President of CooperComm, Inc., an organizational management consulting firm, and author of Effective Competency Modeling & Reporting.