Exploiting CRM
Connecting with Customers
Published on 29. November 2002
Book
Paperback/Softback
192 pages
978-0-340-85803-5 (ISBN)
Description
It's time to rethink customer relationship management (CRM) - not as a discrete technology strategy, or as a stand-alone marketing tool. Increasingly demanding customers and intense competition require that customer strategy becomes an integral and high profile component of corporate strategy. This guide is for people who understand their business but who want to know how customer-related ideas, tools and technologies can be used in the real world, to help create shareholder value.
More details
Series
Edition
Illustrated edition
Language
English
Place of publication
United Kingdom
Publishing group
John Murray Press
Target group
Professional and scholarly
Edition type
Illustrated edition
Illustrations
25 illustrations
Dimensions
Height: 245 mm
Width: 190 mm
Thickness: 10 mm
Weight
430 gr
ISBN-13
978-0-340-85803-5 (9780340858035)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Person
Patrick Molineux is an Associate Director with Computer Sciences Corporation (CSC) responsible for Customer Relationship Management. Patrick has provided consulting on CRM to major companies in over 15 countries. He does not provide prepackaged solutions, but instead listens to individual companies and uses that knowledge to shape unique visions of customer connections.
Content
Understanding CRM - definitions and origins; setting the CRM agenda - creating value and experience for the customer; laying the foundations for CRM - defining the value proposition, building the business case; transforming the organization; delivering CRM; to infinity and beyond - business process management.