Provides an introduction to the principles and reality of strategic key account planning. This book delivers: descriptions of the various techniques and the reason for their importance; an approach to using the key techniques to build strategic skills; templates for building real plans; cases, examples and vignettes to show real world practice.
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.