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Customer Relationship Management

By Adrian Payne

Customer Relationship Management Law

Customer Relationship Management

Only 1 item left in stock
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.
Product details
Edition:
1
Number of Pages:
320
Release Date:
2002-12-04
Publication Date:
2002-10-29
Publisher:
Taylor & Francis
Languages:
Original: English
ISBN10:
0750656778
ISBN13:
9780750656771
GPSR Manufacturer Reference:
[email protected]
Weight:
620 g
Height:
162 cm
Width:
240 cm
Thickness:
27 cm
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The items bear minimal signs of past use, such as light scratches or memories in the form of markings. These signs of wear give the items a charming character and tell stories of their previous owners, while not affecting their functionality.
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