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Customer Relationship Management, or CRM, is a concept that senior managers in any kind of business ignore at their peril. At its heart is the successful management of customer retention by being customer-focused as an organization.  The concept is not rocket science, but its implementation is more of a challenge. It involves a fundamental change within the organization.  In this book, John Murphy introduces \"The Lifebelt\" - quite literally an aid to keeping afloat in this pressured environment. The Lifebelt is a framework that offers a practical way forward to integrating and mobilizing the entire oragnization toward a holistic CRM programme.  The proprietary framework features six key factors identified as being essential for consistent delivery of service: customer focus, processes, employee involvement, training, measurement, and continuous improvement.  John Murphy outlines how each of the factors should be owned by an appropriate member of the top management team. When this framework is systematically and effectively implemented and managed it will considerably enhance the customer retention capacity of the company.  The logic of the framework applies to virtually all industries internationally. Managers and marketers across the board will find this book one of the most practical gudies to retaining customers published to date.","brand":"WoB","offers":[{"title":"- \/ - \/ -","offer_id":51247733571857,"sku":"","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ NEW \/ INGRAM","offer_id":51247734522129,"sku":"NIN9780471498186","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52121820561681,"sku":"NLS9780471498186","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0471498181.jpg?v=1750781693"},{"product_id":"french-are-in-the-bay-book-john-a-murphy-9781856351713","title":"The French are in the Bay","description":"This work deals with the events of 1796, and explores the perennial question of Irish Republicanism, with particular reference to Wolfe Tone and the United Irishmen. It also explores the various facets of the historical and political background in Europe, the military, naval and demographic aspects of the expedition itself and its political destiny, as well as the impact on the popular consciousness, and the literary and folklore traditions which ensued. Revolutionary ferment was in the air in the 1790s. The United Irishmen aspired to put an end to traditional sectarian antagonism, to establish a brotherhood of all Irishmen based on equality and the \"Rights of Man\", and to \"break the connection with England\". Their inspiration was the French Revolution, \"the morning star of liberty\", as Wolfe Tone described it. The fleet that set sail from Brest on 15 December 1796 was a formidable one, about 50 vessels in all, with 15,000 soldiers and supplies and ammunition. The French Armada was dogged by misfortune from the outset. 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