Serves as a guide to the challenge of creating marketing plans that produce improved bottom-line results. This work highlights key misunderstandings about marketing and the nature of services and relationship marketing. It suggests the frameworks and techniques for undertaking the marketing planning process and implementing the principles covered.

Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value. This book provides coverage of the key concepts in this vital field. It helps in understanding the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it.

Arranged in six sections, this title gives marketing practitioners and students critical examples of best practice from a variety of companies. It provides readers with insights into marketing in the 21st century.

Extends the analysis of the change in the marketing rationale from a crude concern for increased market share to a strategy aimed at creating long-term profitable relationships with targeted customers. This book provides advice on how to develop, integrate and implement the various strands of a successful relationship strategy.

Provides an answer to the challenge of creating marketing plans that produce improved bottom-line results. This work highlights key misunderstandings about marketing and the nature of services and relationship marketing. It suggests frameworks and techniques for undertaking the marketing planning process and implementing the principles covered.

Presents a strategic framework for successful CRM policy. This book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment. It concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM.