Alfred Street (University of Auckland Store)
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Customer Relationship Management Perspectives From The Market Place
Hardback Edition: 1
Based on a systematic management progression developed by Professor Payne, this text seeks to ensure the maximum impact and efficiency of customer relationship management programmes. It 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. 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 practitioners and academics.
Contents:
CRM - top of the management agenda; 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.
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Contents:
CRM - top of the management agenda; 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.
Pages : 312
Publisher : Butterworth-Heinemann
Publication date : 2002-10-29
Subjects: Non-fiction, Business / Law