Effektives Customer Relationship Management

This CRM standard work addresses the essential questions related to the implementation and organization of Customer Relationship Management. This includes the integration with marketing and sales processes, systematic goal setting, and resource management. Renowned authors provide valuable practical insights to ensure targeted planning, implementation, and sustainable organizational embedding, thereby contributing to the enhancement of the efficiency and effectiveness of the CRM approach in business practice. In the 7th edition, all contributions have been revised and new developments integrated.

The content covers CRM tools, introductory concepts, and organization.

The editors: Prof. Dr. Stefan Helmke is a founding partner of the consulting firm TGCG - Management Consultants in Düsseldorf and has been working as a management consultant and trainer for over two decades. He is also a lecturer at the University of Applied Sciences for Business in Bergisch-Gladbach. Prof. Dr. Matthias F. Uebel has been active for many years as a lecturer and management consultant/trainer and is a founding partner of the consulting firm TGCG - Management Consultants in Düsseldorf. Prof. Dr.-Ing. habil. Wilhelm Dangelmaier holds the chair in Business Informatics, particularly CIM, at the Heinz Nixdorf Institute of the University of Paderborn and heads the Fraunhofer Application Center for Logistics-oriented Business Administration in Paderborn.