Customer Relationship Management

Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan et Joe Peppard

ISBN 10: 0750656778 / ISBN 13: 9780750656771

Published by Routledge, 2002

Ancien livre de bibliothèque. Légères traces d'usure sur la couverture. Edition 2002. Ammareal reverse jusqu'à 15% du prix net de cet article à des organisations caritatives. ENGLISH DESCRIPTION Book Condition: Used, Good. Former library book. Slight signs of wear on the cover. Edition 2002. Ammareal gives back up to 15% of this item's net price to charity organizations. Seller Inventory # D-687-587

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.

About the Author: Simon Knox, Stan Maklan, Adrian Payne, Joe Peppard, Lynette Ryals

Bibliographic Details

Title: Customer Relationship Management
Publisher: Routledge
Publication Date: 2002
Binding: Hardcover
Condition: Bon