Handbook of CRM : archieving excellence in customer management

Adrian Payne · Title. Adrian Payne.

143 citations0/0 files storedElsevier eBooks

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Corporate Governance and Management Marketing and Advertising Strategies Customer Service Quality and Loyalty

Abstract

A Strategic Framework for CRM The Strategy Development Process The Value Creation Process The Multi-Channel Integration Process The Information Management Process The CRM Performance Assessment Process Organising for CRM Implementation Chapter references CRM reading list

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2007Strategic, Operational, and Analytical Customer Relationship Management 2012Customer Relationship Management ( CRM) in Hotel Industry : A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities, and Hotel Performance 2010A Relationship Approach to Higher Education Institution Stakeholder Management 2013Strategic Customer Management: Integrating Relationship Marketing and CRM 2009What lies behind the concept of customer relationship management? Discussing the essence of CRM through a phenomenological approach 2013Developing customised CRM projects: The role of industry norms, organisational context and customer expectations on CRM implementation 2010A unified definition of CRM towards the successful adoption and implementation 2016CRM Adoption in a Higher Education Institution

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