Merlin Stone

Neil Woodcock

Bryan Foss

"With contributions from 25 international experts, in-depth cases and drawing on the leading edge research findings, this book is the most comprehensive source of data ever published on customer management global practice."--Thomson Gale description

Managing CRM for Profit

The Customer Management Scorecard

Alison Bond

Covering the fundamentals of customer relationship techniques, this text explains how companies gain an edge on their competitors by utilising knowledge of their customer base, producing a product to meet the customer criteria, and marketing it in a way which targets the specific consumer audience.

How to Use Data and Market Research to Get Closer to Your Customer

Consumer Insight

Packed with international case studies and examples, the bookbegins with a detailed analysis of the state of CRM and e-business inthe financial services globally, and then goes on to providecomprehensive and practical guidance on: making the most of yourcustomer base; systems and data management; risk and compliance;channels and value chain issues; implementation; strategicimplications.

Bryan Foss

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