Customer Relationship Management PDF
by Simon Knox, Adrian Payne, Lynette Ryals, Stan (Cranfield University, UK) Maklan, Joe Peppard
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Description
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.
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- Format:PDF
- Pages:302 pages
- Publisher:Taylor & Francis Ltd
- Publication Date:01/06/2007
- Category:
- ISBN:9781136412509
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Information
-
Download Now
- Format:PDF
- Pages:302 pages
- Publisher:Taylor & Francis Ltd
- Publication Date:01/06/2007
- Category:
- ISBN:9781136412509