Impact of CRM on Marketing Channels

V. Kumar () and Werner Reinartz
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V. Kumar: Georgia State University

Chapter 12 in Customer Relationship Management, 2012, pp 235-260 from Springer

Abstract: Abstract This chapter deals with the aspect of CRM strategy implementation in relation to the management of different distribution channels through which companies interact with their customers. Current multichannel-issues that firms are facing nowadays are presented and insights into the management of the respective challenges are provided. In Sect. 12.2, the role of channels in creating and maintaining customer relationships is introduced including a discussion of emerging trends with regard to traditional and electronic channels. Furthermore, related chances and challenges for the implementation and maintenance of CRM are highlighted. The main part of this chapter captures attributes of the design of multichannel offers as well as giving instructions on how to do so successfully. Finally, worthwhile insights into the management of both multichannel systems and shoppers are given.

Keywords: Customer Relationship Management; Customer Loyalty; Customer Relationship; Direct Channel; Focal Firm (search for similar items in EconPapers)
Date: 2012
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DOI: 10.1007/978-3-642-20110-3_12

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