Customer Contact Management
Erzielung von Kundenwerten in einer Postwachstumsgesellschaft
[Achieving Client Values in a Post-Growth Society]
Series:De Gruyter Studium
Aims and Scope
Customer contact management (CCM) is an evolutionary outgrowth of classical customer relationship management that is focused on B2C in the commercial and service sectors. The textbook presents the basic principles of CCM, its concept of the customer life cycle, and emphasizes lead generation and customer migration in the age of Generation Y. Selected CCM tools are explained based on practical examples.