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Measuring and Valuing Customer Relationships

How to Develop the Measures That Drive Profitable CRM Strategies

By (author) David Reed, Robert Shaw
Format: Paperback
Publisher: Business Intelligence, London, United Kingdom
Published: 29th Apr 1999
Dimensions: h 300mm
ISBN-10: 1898085331
ISBN-13: 9781898085331
Barcode No: 9781898085331

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Kirkus UK
This report on how to develop a profitable customer relationship programme sets the context for measurement frameworks and demonstrates a unique five-dimensional model. The authors explain ways of choosing customer-focused measures that are right for your organisation and give guidance on the problems and solutions you are likely to encounter. The report is based on original research and includes numerous case studies from companies such as Hewlett-Packard, Barclaycard, TSB and Disneyland Paris. There is coverage of measuring and managing customer behaviour, measuring customer satisfaction, segmenting by involvement and emotional response, building and measuring the brand relationship, and financial measures for customer relationships. (Kirkus UK)