Multi-channel customer management: Delighting consumers, driving efficiency

Journal of Direct, Data and Digital Marketing Practice

Volumn 12, Issue 1, 2010, Pages 10-15

  Peterson, Michael ^a   Gröne, Florian ^a   Kammer, Karsten ^a   Kirscheneder, Julius ^a  

^a BOOZ ALLEN HAMILTON   (United States)

Author keywords

CRM; customer delight; customer lifecycle management; Customer service; multi channel; sales

Indexed keywords

EID: 77955569462     PISSN: 17460166     EISSN: 17460174     Source Type: Journal    
DOI: 10.1057/dddmp.2010.16     Document Type: Review

References (4)

1. Moeller, L. H., Landry, E. C. and Kinni, T. (2009) The Four Pillars of Profit-driven Marketing: How to Maximize Creativity, Profitability, and ROI, McGraw-Hill, New York.
2. Peterson, M., Gröne, F., Kammer, K. and Kirscheneder, J. (2009) ' Performance-based advertising models: Extending the principles of Profit-driven marketing ', available at http:// www.booz.com/media/uploads/Performance-Based- Advertising-Models.pdf.
3. Hölbling, K., K ü nstner, T., Marsch, C. and Steinkrauss, N. (2009) ' Next-generation customer service: The new strategic differentiator ', available at http://www.booz.com/media/uploads/ Next-Generation-Customer- Service.pdf.
4. Peterson, M., Koch, V., Gröne, F. and Vo, K. (2010) ' Online customers, digital marketing: The CMO-CIO connection ', Journal of Direct, Data and Digital Marketing Practice, Vol.11, No.3, pp. 219-221.