Customer Relationship Management by Simon Knox

Customer Relationship Management by Simon Knox

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.

Simon Knox, Stan Maklan, Adrian Payne, Joe Peppard, Lynette Ryals

SKU	Unavailable
ISBN 13	9780750656771
ISBN 10	0750656778
Title	Customer Relationship Management
Author	Simon Knox
Condition	Unavailable
Binding Type	Hardback
Publisher	Taylor & Francis Ltd
Year published	2002-10-29
Number of pages	320
Cover note	Book picture is for illustrative purposes only, actual binding, cover or edition may vary.