Praxishandbuch Kundenmanagement
Grundlagen, Fallbeispiele, Checklisten - nach dem ULTIMA-Ansatz
Cam-Mai Brasch, Kerstin Köder, Reinhold Rapp
Client management is currently one of the outstanding management tasks.
Building on introductory fundamentals, concrete examples and detailed guidelines, the authors present this complex subject in a clear and practical manner. They treat all of the main aspects of holistic management in a structured and neat way, based on the cross-sector management approach of a company-wide client strategy, leadership, transparent client organization, integration of economy and controlling, management of customer contacts and client-relevant processes, adaptation of IT systems.
The book offers the top manager a comprehensive, expert overview of how to effectively implement and sustain client-management initiatives. Project managers and operatives will benefit from this compact basic knowledge and tools for successfully applying these initiatives. Systematic approaches to solutions and numerous best practice recommendations help in overcoming the typical hurdles to starting and switching, while giving concrete ideas for practical use.
