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Customer Relationship Management
Engelsk
Bogcover for Customer Relationship Management af Joe Peppard, Stan Maklan, Simon Knox, Lynette Ryals, Adrian Payne, 9780750656771
Specifikationer
Sprog:
Engelsk
Sider:
320
ISBN-13:
9780750656771
Indbinding:
Hardback
ISBN-10:
0750656778
Kategori:
Udg. Dato:
29 okt 2002
Størrelse i cm:
16,7 x 24,2 x 2,9
Oplagsdato:
29 okt 2002

Customer Relationship Management

Engelsk
Hardback 2002
Format:

Bog beskrivelse
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.



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Specifikationer
Sprog:
Engelsk
Sider:
320
ISBN-13:
9780750656771
Indbinding:
Hardback
ISBN-10:
0750656778
Kategori:
Udg. Dato:
29 okt 2002
Størrelse i cm:
16,7 x 24,2 x 2,9
Oplagsdato:
29 okt 2002
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