Handbook of CRM

<p>Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value and this major <strong>Handbook of CRM</strong> gives complete coverage of the key concepts in this vital field. <br>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.<br><br>Based on recent knowledge it is underpinned by:<br><br>* Clear and comprehensive explanations of the key concepts in the field<br>* Vignettes and full cases from major businesses internationally<br>* Definitive references and notes to further sources of information on every aspect of CRM<br>* Templates and audit advice for assessing your own CRM needs and targets<br><br>The 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.</p>