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Customer Relationship Management Hardback book

Customer Relationship Management

by Joe Peppard, Adrian Payne, Simon Knox and others

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. It offers a groundbreaking, systematic framework for CRM success - from a Cranfield Business School writing team. It offers an high level strategic approach to CRM and includes carefully researched cases providing the specific application of general theories.

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Some highlighting Used-Acceptable. See more details about Customer Relationship Management: Perspectives From the Market Place

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Shows some signs of wear, and may have some markings on the inside. Shipped to over one million happy customers. Your purchase benefits world literacy! See more details about Customer Relationship Management: Perspectives From the Market Place

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2 case studies have some penned notes. The rest of the book including DJ is like new. See more details about Customer Relationship Management: Perspectives from the Market Place

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(302 pages) customer relationsh1p 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 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. biographicalnote: ly*n*e*t*te specializes in sales, key account management and marketing portfolio management, particularly in service businesses. her phd looked at key account profitability and she has published widely on this topic. she is a registered representative of the london stock exchange and a fellow of the society of investment professionals. she is also the director of cranfield's key account management best practice research club. audiencedescription: cim members and some students, crm managers, marketing directors, sales directors, academics. (Hardback) See more details about Customer Relationship Management, Perspectives From the Market Place

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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 im... See more details about Customer Relationship Management: Perspectives Fro

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PLEASE NOTE: All books are promptly imported from the UK using DHL or Royal Mail international mail WITH TRACKING NUMBER. D elivery is typically 5-10 working days. Please do not select expedited shipping. Professional and reliable bookseller (est.1987). See more details about Customer Relationship Management: Perspectives From the Market Place

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Sewn binding. Cloth over boards. 302 p. See more details about Customer Relationship Management: Perspectives from the Market Place

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Brand new book. See more details about Perspectives From the Market Place

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