Handbook of CRM : achieving excellence in customer management
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| Format: | Book |
| Language: | English |
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Oxford Burlington, MA :
Elsevier Butterworth-Heinemann ,
c2006
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| Subjects: |
Table of Contents:
- 1. A strategic framework for CRM
- 2. The strategy development process
- 3. The value creation process
- 4. The multi-channel integration process
- 5. The information management process
- 6. The performance assessment process
- 7. Organizing foe CRM implementation