Customer relationship management: perspectives from the marketplace
Gespeichert in:
| Format: | Elektronisch E-Book |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Oxford
Butterworth-Heinemann
2003
|
| Schlagworte: | |
| Online-Zugang: | FAW01 Volltext |
| Beschreibung: | 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 Includes bibliographical references and index |
| Beschreibung: | xvi, 302 pages |
| ISBN: | 9780750656771 0750656778 9780080490854 0080490859 |
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| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| spelling | Customer relationship management perspectives from the marketplace Simon Knox [and others] Oxford Butterworth-Heinemann 2003 xvi, 302 pages txt rdacontent c rdamedia cr rdacarrier 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 Includes bibliographical references and index BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations / Management fast Kundkontakter sao Wirtschaft Customer relations Management Wettbewerbsstrategie (DE-588)4200234-5 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf 1\p (DE-588)4522595-3 Fallstudiensammlung gnd-content Kundenmanagement (DE-588)4236865-0 s Wettbewerbsstrategie (DE-588)4200234-5 s 2\p DE-604 Knox, Simon Sonstige oth http://www.sciencedirect.com/science/book/9780750656771 Verlag URL des Erstveröffentlichers Volltext 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Customer relationship management perspectives from the marketplace BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations / Management fast Kundkontakter sao Wirtschaft Customer relations Management Wettbewerbsstrategie (DE-588)4200234-5 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4200234-5 (DE-588)4236865-0 (DE-588)4522595-3 |
| title | Customer relationship management perspectives from the marketplace |
| title_auth | Customer relationship management perspectives from the marketplace |
| title_exact_search | Customer relationship management perspectives from the marketplace |
| title_full | Customer relationship management perspectives from the marketplace Simon Knox [and others] |
| title_fullStr | Customer relationship management perspectives from the marketplace Simon Knox [and others] |
| title_full_unstemmed | Customer relationship management perspectives from the marketplace Simon Knox [and others] |
| title_short | Customer relationship management |
| title_sort | customer relationship management perspectives from the marketplace |
| title_sub | perspectives from the marketplace |
| topic | BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations / Management fast Kundkontakter sao Wirtschaft Customer relations Management Wettbewerbsstrategie (DE-588)4200234-5 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | BUSINESS & ECONOMICS / Customer Relations Customer relations / Management Kundkontakter Wirtschaft Customer relations Management Wettbewerbsstrategie Kundenmanagement Fallstudiensammlung |
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