TY  - GEN
AU  - Knox, Simon
AU  - Maklan,Stan
AU  - Payne,Adrian
AU  - Peppard,Joe
AU  - Ryals, Lynette
TI  - Customer relationship management : : perspectives from the marketplace
SN  - 9780750656771
PY  - 2003///
CY  - Oxford
PB  - Butterworth-Heinemann
KW  - Customer management-Great Britain
KW  - Strategy development
KW  - Customer services
KW  - Customer relations
KW  - Information management process
KW  - Great Britain
N1  - Includes index
N2  - The authors present a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme
ER  -