Customer Relationship Management

Business & Finance, Marketing & Sales, Sales & Selling
Cover of the book Customer Relationship Management by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard, Taylor and Francis
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
Author: Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard ISBN: 9781136412493
Publisher: Taylor and Francis Publication: June 1, 2007
Imprint: Routledge Language: English
Author: Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
ISBN: 9781136412493
Publisher: Taylor and Francis
Publication: June 1, 2007
Imprint: Routledge
Language: English

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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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 books from Taylor and Francis

Cover of the book Digital Audio Editing by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book Imagining Arcadia in Renaissance Romance by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book Politics of Terrorism by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book The Relevance of Rational Emotive Behaviour Therapy for Modern CBT and Psychotherapy by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book The Origins of Economic Inequality Between Nations by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book Rumors and Rumor Control by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book Authenticity in Nature by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book Existential Psychology and the Way of the Tao by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book Party Hegemony and Entrepreneurial Power in China by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book The German Bourgeoisie (Routledge Revivals) by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book Vital Contact by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book From Kyoto to the Town Hall by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book Joseph Conrad and the Ethics of Darwinism (Routledge Revivals) by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book Digital Encounters by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Cover of the book Culture and Cultural Politics Under Reza Shah by Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
We use our own "cookies" and third party cookies to improve services and to see statistical information. By using this website, you agree to our Privacy Policy