- Paperback - Number of Pages: 384 pages
- Dimensions: 185.42 x 243.84 x 25.4mm - 1,632.92g
- Publication date: 01 Apr 2004
- Publisher: Taylor & Francis Ltd
- Imprint: Butterworth-Heinemann Ltd
- Publication City/Country: Oxford, United Kingdom
"Absolutely the best exposition of Customer Relationship Management. I can't think of a better guide to increasing your performance and profits. This book belongs on the desk of every company that is serious about CRM. The wealth of information and insight is astonishing." - Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing, Kellogg School of Management, USA. "Here, at last, is a mature account of CRM without the hype and spin. Buttle makes it crystal clear why any program should be business-led. He also shows how rewarding, if demanding, CRM can be. The ideal antidote to the message of the shrink-wrapped software peddlers." - David Harvey, Director, European Centre for Customer Strategies, www.eccs.uk.com. "With great clarity and practical relevance, this book delivers a much-needed, multi-faceted roadmap for treating Customer Relationship Management as a core business strategy. Francis Buttle's rich and well-balanced text offers a refreshing departure from...