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Customer relationship management = p...

Knox, Simon.

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Customer relationship management = perspectives from the marketplace /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Customer relationship management/ Simon Knox ... [et al.].
Reminder of title:	perspectives from the marketplace /
other author:	Knox, Simon.
Published:	Oxford :Butterworth-Heinemann, : 2003.,
Description:	xvi, 302 p. :ill. ;24 cm.
[NT 15003449]:	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.
Subject:	Customer relations - Management. -
Online resource:	http://www.sciencedirect.com/science/book/9780750656771An electronic book accessible through the World Wide Web; click for information
ISBN:	0750656778

Customer relationship management = 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: 0750656778

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

582814
Customer relations
--Management.Index Terms--Genre/Form:

542853
Electronic books.

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

Dewey Class. No.: 658.812

Customer relationship management = perspectives from the marketplace /
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007 cr cn|||||||||
008 101126s2003 enka ob 001 0 eng d
020 $a 0750656778
020 $a 9780750656771
035 $a (OCoLC)474958698
035 $a ocn474958698
037 $a 93966:93965 $b Elsevier Science & Technology $n http://www.sciencedirect.com
040 $a OPELS $b eng $c OPELS
049 $a TEFA
050 1 4 $a HF5415.5 $b .C838 2003
082 0 4 $a 658.812 $2 22
245 0 0 $a Customer relationship management $h [electronic resource] : $b perspectives from the marketplace / $c Simon Knox ... [et al.].
260 $a Oxford : $c 2003. $b Butterworth-Heinemann,
300 $a xvi, 302 p. : $b ill. ; $c 24 cm.
504 $a Includes bibliographical references and index.
505 0 $a 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.
520 $a 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.
533 $a Electronic reproduction. $b Amsterdam : $c Elsevier Science & Technology, $d 2009. $n Mode of access: World Wide Web. $n System requirements: Web browser. $n Title from title screen (viewed on Dec. 3, 2009). $n Access may be restricted to users at subscribing institutions.
650 0 $a Customer relations $x Management. $3 582814
655 7 $a Electronic books. $2 lcsh $3 542853
700 1 $a Knox, Simon. $3 738463
710 2 $a ScienceDirect (Online service) $3 848416
856 4 0 $3 ScienceDirect $u http://www.sciencedirect.com/science/book/9780750656771 $z An electronic book accessible through the World Wide Web; click for information
994 $a C0 $b TEF