株式会社極東書店トップ ＞ 商品一覧 ＞ Customer Relationship Management : Perspectives from the Market Place.
商品詳細
Customer Relationship Management : Perspectives from the Market Place. 顧客関係管理－市場の場からの見通し
・ISBN 978-0-7506-5677-1 2002 hard US$ 110.99
￥26,004.- (税込) ※（※）価格はご注文時の参考価格となります。
納品価格につきましては書籍の入荷時点で確定となります。
版元の原価改定、外国為替の変動等により異なる場合がございますので、予めご了承下さい。
電子版あり 大学・学術機関向け電子ブック（eBook）ISBN 978-0-08-049085-4
| 著者・編者 | Knox, Simon / Maklan, S. / Payne, A. et al., |
|---|---|
| 出版社 | (Butterworth-Heinemann, UK) |
| ページ数 | 320 pp. |
| 言語 | ENG |
| ニュース番号 | ＜492-509＞ |
解説
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.