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Customer Relationship Management - 9780750656771
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$99.99
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Product Details
Author:
Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Format:
Hardcover
Pages:
320
Publisher:
Taylor & Francis (October 29, 2002)
Language:
English
ISBN-13:
9780750656771
ISBN-10:
0750656778
Weight:
26.5oz
Dimensions:
6.125" x 9.1875"
File:
TAYLORFRANCIS-TayFran_260411045024614-20260411.xml
Folder:
TAYLORFRANCIS
List Price:
$99.99
Case Pack:
10
As low as:
$94.99
Publisher Identifier:
P-CRC
Discount Code:
H
Country of Origin:
United States
Audience:
Professional and scholarly
Pub Discount:
30
Imprint:
Routledge
Overview
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.
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.
