Customer Relationship Management Hardback
by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Hardback
- Information
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.
Information
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Out of StockMore expected soonContact us for further information
- Format:Hardback
- Pages:320 pages
- Publisher:Taylor & Francis Ltd
- Publication Date:29/10/2002
- Category:
- ISBN:9780750656771
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Information
-
Out of StockMore expected soonContact us for further information
- Format:Hardback
- Pages:320 pages
- Publisher:Taylor & Francis Ltd
- Publication Date:29/10/2002
- Category:
- ISBN:9780750656771