1st Edition
Customer Relationship Management
320 Pages
by
Routledge
302 Pages
by
Routledge
Also available as eBook on:
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... Read more
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.
Biography
Simon Knox, Stan Maklan, Adrian Payne, Joe Peppard, Lynette Ryals
