Customer Relationship Management
Customer Relationship Management
hardback
Published:
29 October, 2002
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.
More Details
| Type | Book |
|---|---|
| ISBN13 | 9780750656771 |
| ISBN10 | 0750656778 |
| Number Of Pages | 320 |
| Item Weight | 750 g |
| Publisher / Reseller | Taylor & Francis Ltd |
| Format | hardback |
Author's Bio
Simon Knox, Stan Maklan, Adrian Payne, Joe Peppard, Lynette Ryals