C.R.M. Pocketbook

David Alexander & Charles Turner

£9.99

This book is available in the format(s) shown below. Please choose paperback or ebook and select your quantity:

Please note: Some titles are available as ebook only. Only a single copy of an ebook can be added to your basket. For multiple copies of ebooks please contact us.
£9.99
Our eBooks are protected by Digital Rights Management. To read them you need an Adobe ID and the free file reader software. See About the eBooks for full instructions. (NB - You cannot read our eBooks in Adobe Reader.)

Description

An effective customer relationship management strategy can deliver a step change in customer engagement, profitability, revenue growth and sustainability. This second edition of the CRM Pocketbook will help managers take a more strategic approach to setting relationship management objectives and implementing practical plans in a multi-channel environment. Consumers are becoming more empowered and turning to channels where they can access their own personal information, have more say in how that information is used, and manage how often they receive marketing materials. They have the ability to compare and analyse product and service offerings without the need for interaction with suppliers. This book explains how organisations can build more effective engagement strategies that provide outstanding customer support and drive business value. There is a section describing the contribution needed from departments within organisations, including how to keep investors informed and supportive of CRM initiatives, leading to the delivery of the customer promise and business results.

Product Details

Author

David Alexander & Charles Turner

Formats Available

paperback, ebook

Publication Date

2013

Paperback Pages

128

Paperback Dimensions

105 x 148 x 7 mm

Paperback ISBN

978 1 906610 62 3

eBook ISBN

978 1 908284 33 4

Endorsements

“Brilliant and inspiring even for an organisation that has focused on building long-term profitable customer relationships, this book sets the context for the next Millennium.”
Mike Norris, Chief Executive, Computacenter plc

Reviews

There are no reviews yet.

Be the first to review “C.R.M. Pocketbook”