C.R.M Pocketbook: 2nd Edition

By David Alexander

An effective customer relationship management strategy can deliver a step change in customer engagement, profitability, revenue growth and sustainability. This second edition of the CRM Pocketbook will help managers take a more strategic approach to setting relationship management objectives and implementing practical plans in a multi-channel environment. Consumers are becoming more empowered and turning to channels where they can access their own personal information, have more say in how that information is used, and manage how often they receive marketing materials. They have the ability to compare and analyse product and service offerings without the need for interaction with suppliers. This book explains how organisations can build more effective engagement strategies that provide outstanding customer support and drive business value. There is a section describing the contribution needed from departments within organisations, including how to keep investors informed and supportive of CRM initiatives, leading to the delivery of the customer promise and business results.

• Language: English
• Publisher: Management Pocketbooks
• Release date: Jan 1, 2013
• ISBN: 9781908284334

David Alexander

David Alexander was a founder of Lion Publishing, and for 28 years a Director of the company. He spent much time researching and taking photographs for books such as The Lion Handbook to the Bible. Helping people to understand the Bible and communicating its message was a key factor in his work. David died in 2002.

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