| Title:
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CUSTOMER RELATIONSHIP MANAGEMENT
PERSPECTIVES FROM THE MARKET PLACE |
| By: |
Simon Knox, Stan Maklan, Adrian Payne |
| Format: |
Hardback |
| List price:
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£58.99 |
| Our price: |
£53.09 |
| Discount: |
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| You save:
|
£5.90 |
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| ISBN 10: |
0750656778 |
| ISBN 13: |
9780750656771 |
| Availability: |
Usually dispatched within 1-3 weeks.
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| Stock: |
Currently 0 available |
| Publisher: |
TAYLOR & FRANCIS LTD |
| Pub. date: |
29 October, 2002 |
| Pages: |
320 |
| Description: |
Presents a strategic framework for successful CRM policy. This book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment. It concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM. |
| Synopsis: |
Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme. The book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment - with 16 best practice case studies which set the universal theory in a specific practical context. These feature a range of companies, including Orange, Brittania, Homebase, Canada Life, Sun Microsystems, Natwest, Sears, Roebuck & Co., Nortel Networks and Siemens. The book concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM. Customer Relationship Management is a vital instrument for anyone who needs to know how to develop and measure effective CRM within an organization. It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading. |
| Illustrations: |
black & white illustrations |
| Publication: |
UK |
| Imprint: |
Butterworth-Heinemann Ltd |
| Returns: |
Returnable |