Handbook of Crm

by Adrian Payne

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 targetsThe 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.

464 pages, Kindle Edition

First published October 31, 2005

Reviews

[Shanna Lleras · Rating 5 out of 5]

We have leveraged this book in our Cloud Based CRM business: SarvCRM & Sarveno. It helped greatly with on-boarding new CRM analysts and consultants. Also, few instances, we have referred our clients to read this book to get a better understanding on what it takes to deliver on CRM roadmap and at the end of the day what you need to get down right.

[DANAPARDAZ · Rating 5 out of 5]

this book is inspired us on our CRM software , it was really useful on achieving an understanding of the concepts that underlie successful CRM.