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Title Customer relationship management : perspectives from the marketplace / Simon Knox [and others].

Imprint Oxford : Butterworth-Heinemann, 2003.


Location Call No. OPAC Message Status
 Axe Books 24x7 Business E-Book  Electronic Book    ---  Available
Description 1 online resource (xvi, 302 pages) : illustrations
text txt rdacontent
computer c rdamedia
online resource cr rdacarrier
Summary 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. * Offers a groundbreaking, systematic framework for CRM success - from a Cranfield Business School writing team * High level strategic approach to CRM * Carefully researched cases providing the specific application of general theories.
Contents CRM -- Top of the management agenda; A strategic framework for CRM; The strategy development process; The value creation process; The channel and media integration process; The information management process; The performance assessment process; CRM investments and shareholder value; The future of CRM -- What opinion leaders think.
Bibliography Includes bibliographical references and index.
Note Print version record.
Subject Customer relations -- Management.
BUSINESS & ECONOMICS -- Customer Relations.
Customer relations -- Management. (OCoLC)fst00885539
Genre/Form Electronic books.
Electronic books.
Added Author Knox, Simon.
Other Form: Print version: Customer relationship management. Oxford : Butterworth-Heinemann, 2003 0750656778 9780750656771 (OCoLC)50176275
ISBN 9780750656771
9780080490854 (electronic bk.)
0080490859 (electronic bk.)
Standard No. AU@ 000053319002
DEBSZ 361946260
NZ1 14699348

Available items only