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Customer relationship management[electronic resource] :perspectives from the marketplace /

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
杜威分類號:	658.812
書名/作者:	Customer relationship management : perspectives from the marketplace // Simon Knox ... [et al.].
其他作者:	Knox, Simon.
出版者:	Oxford : : Butterworth-Heinemann,, 2003.
面頁冊數:	xvi, 302 p. : : ill. ;; 24 cm.
標題:	Customer relations - Management.
ISBN:	9780750656771
ISBN:	0750656778
書目註:	Includes bibliographical references and index.
內容註:	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.
摘要、提要註:	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. * Offers a groundbreaking, systematic framework for CRM success - from a Cranfield Business School writing team * High level strategic approach to CRM * Carefully researched cases providing the specific application of general theories.
電子資源:	An electronic book accessible through the World Wide Web; click for information

Customer relationship management[electronic resource] :perspectives from the marketplace /
Customer relationship managementperspectives from the marketplace /[electronic resource] :Simon Knox ... [et al.]. - Oxford :Butterworth-Heinemann,2003. - xvi, 302 p. :ill. ;24 cm.

Includes bibliographical references and index.

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.

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. * Offers a groundbreaking, systematic framework for CRM success - from a Cranfield Business School writing team * High level strategic approach to CRM * Carefully researched cases providing the specific application of general theories.

Electronic reproduction.
Amsterdam :
Elsevier Science & Technology,
2009.

Mode of access: World Wide Web.

ISBN: 9780750656771

Source: 93966:93965Elsevier Science & Technologyhttp://www.sciencedirect.comSubjects--Topical Terms:

338310
Customer relations
--Management.Index Terms--Genre/Form:

336502
Electronic books.

LC Class. No.: HF5415.5 / .C838 2003

Dewey Class. No.: 658.812

Customer relationship management[electronic resource] :perspectives from the marketplace /
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