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Customer Relationship Management (Electronic book text)
Customer Relationship Management (Electronic book text): Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard
Customer Relationship Management (Electronic book text): Simon Knox, Adrian Payne, Lynette Ryals, Stan Maklan, Joe Peppard

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Customer Relationship Management (Electronic book text)

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

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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.

General

Imprint: Routledge
Country of origin: United Kingdom
Release date: June 2007
First published: 2003
Authors: Simon Knox • Adrian Payne • Lynette Ryals • Stan Maklan • Joe Peppard
Format: Electronic book text
Pages: 302
ISBN-13: 978-1-136-41247-9
Barcode: 9781136412479
Categories: Promotions
Books
LSN: 1-136-41247-6

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