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Zusatztext "Professor Payne has written an excellent handbook for CRM success. Every manager with any customer responsibilities should have The Handbook of CRM on the desk." Informationen zum Autor Adrian Payne Klappentext CRM is a holistic strategic approach to managing customer relationships to increase shareholder value. This major Handbook of CRM gives complete coverage of the key concepts in this vital field. The book is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Zusammenfassung Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value. This book provides coverage of the key concepts in this vital field. It helps in understanding the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Inhaltsverzeichnis A Strategic Framework for CRM The Strategy Development Process The Value Creation Process The Multi-Channel Integration Process The Information Management Process The CRM Performance Assessment Process Organising for CRM Implementation Chapter references CRM reading list
List of contents
A Strategic Framework for CRM
The Strategy Development Process
The Value Creation Process
The Multi-Channel Integration Process
The Information Management Process
The CRM Performance Assessment Process
Organising for CRM Implementation
Chapter references
CRM reading list
Report
"Professor Payne has written an excellent handbook for CRM success. Every manager with any customer responsibilities should have The Handbook of CRM on the desk."
