Customer Relationship Management

by Lynette Ryals, Simon Knox, Stan Maklan, et al.

Book Overview

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...

• Format: Hardcover
• Language: English
• ISBN: 0750656778
• ISBN13: 9780750656771
• Release Date: October 2002
• Publisher: Routledge
• Length: 320 Pages
• Weight: 0.25 lbs.
• Dimensions: 0.9" x 6.5" x 9.4"