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Handbook of CRM : Achieving Excellence in Customer Management. CRMハンドブック
・ISBN 978-0-7506-6437-0 2006 hard US$ 110.99
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電子版あり 大学・学術機関向け電子ブック（eBook）ISBN 978-0-08-047693-3
| 著者・編者 | Payne, Adrian, |
|---|---|
| 出版社 | (Elsevier Butterworth-Heinemann, UK) |
| ページ数 | 458 pp. |
| 言語 | ENG |
| ニュース番号 | ＜518-498＞ |
解説
Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field.
It 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.
Based on recent knowledge, it is underpinned by:
* Clear and comprehensive explanations of the key concepts in the field
* Vignettes and full cases from major businesses internationally
* Definitive references and notes to further sources of information on every aspect of CRM
* Templates and audit advice for assessing your own CRM needs and targets
The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.