Description: Customer Relationship Management : Perspectives from the Marketplace, Hardcover by Knox, Simon; Maklan, Stan; Payne, Adrian; Peppard, Joe; Ryals, Lynette, ISBN 0750656778, ISBN-13 9780750656771, Brand New, Free shipping in the US Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, th demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme.Th 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. Th 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.
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Book Title: Customer Relationship Management : Perspectives from the Marketpl
Number of Pages: 320 Pages
Language: English
Publication Name: Customer Relationship Management
Publisher: Routledge
Publication Year: 2002
Subject: Marketing / General, Customer Relations, General, Sales & Selling / General
Item Height: 0.9 in
Item Weight: 25.6 Oz
Type: Textbook
Item Length: 9.3 in
Author: Lynette Ryals, Adrian Payne, Stan Maklan, Simon Knox, Joe Peppard
Subject Area: Business & Economics
Item Width: 6.5 in
Format: Hardcover
