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Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving...

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(288 pages) customer relationsh1p management is a holistic strategic approach to managing customer relationsh1ps to increase shareholder value, and this major handbook of crm gives complete coverage of the key concepts in this vital field. it is about achieving a total understanding of the concepts that underlie successful crm rather than the plethora of systems that can be used to implement it. based on recent knowledge, it is underpinned by: * clear and comprehensive explanations of the key concepts in the field * vig*n*e*t*tes and full cases from major businesses internationally * definitive references and notes to further sources of information on every aspect of crm * templates and audit advice for assessing your own crm needs and targets the most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business * a definitive, heavily researched, comprehensive overview * key concepts allied to action templates * written by one of the first major marketing thinkers in the field and based on cranfield business school's internationally acknowledged leadersh1p in the fielda strategic framework for crm the strategy development process the value creation process the multi-channel integration process the information management process the crm performance assessment process organising for crm implementation chapter references crm reading list are you perplexed about the proper role of crm in your business? disappointed with the results of piece-meal initiatives? here is a tested strategic roadmap to help focus your resources, information and processes on tightening relationsh1ps with your best customers. professor george s. day, geoffrey t boisi professor, wharton school, university of pennsylvania this comprehensive handbook contains all one would need to know in putting together and successfully managing a customer relationsh1p initiative. professor james heskett harvard

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Sewn binding. Cloth over boards. With dust jacket. 438 p. Contains: Illustrations.

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Hardcover. From an inventory that is 100% brand-new, 100% direct from the publishers' distribution channel. We carry NO pre-owned, NO remaindered. We pack in CARDBOARD to ensure the pristine quality is maintained. (Bubble-wrap alone is NOT sufficient to protect from USPS equipment. ) Guaranteed brand-NEW, protected with CARDBOARD, your satisfaction is guaranteed. BKLUVID: 9780750664370.

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