Companies are increasingly recognising the benefits of adopting a more customer-focused approach to their business. Furthermore, the availability of new technology is enabling organisations to communicate more effectively with their customers and develop a better understanding of their needs. Improving your customer knowledge and meeting their expectations can help to generate increased profits. This new Cranfield School of Management Research Report is the most comprehensive survey available on CRM and provides a guide to best practice using case study material from around the world. Senior managers can use this report to review their own CRM strategy or to implement a new one. Contents include: *The emergence of CRM *The marketing perspective and the IT perspective *Customer service, satisfaction, retention and profitability *Implementing CRM and ROI on CRM systems *Business Intelligence and data warehousing *E-Business applications *Call centres
- ISBN10 0080490859
- ISBN13 9780080490854
- Publish Date 4 December 2002 (first published 27 June 2000)
- Publish Status Unknown
- Imprint Society for Neuroscience
- Format eBook
- Pages 319
- Language English