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Strategic Customer Management
Integrating Relationship Marketing and CRM

  • Date Published: March 2013
  • availability: Available
  • format: Paperback
  • isbn: 9781107649224
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About the Authors
  • Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field.

    • The first textbook to integrate relationship marketing and CRM, providing a clear roadmap to achieving excellence in customer management
    • Up-to-date coverage of digital marketing and the use of social media
    • A wealth of topical examples and twenty case studies from around the world connect theory with global practice
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    Reviews & endorsements

    'Adrian Payne and Pennie Frow have written the best guide to understanding customer relationship management strategy. They have provided an excellent framework and illustrate it with a rich set of cases that both students and managers would profit from reading.' Philip Kotler, S. C. Johnson and Son Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern University

    'Relationship Marketing and CRM have until now been treated as two separate processes, even though all the evidence points to the fact that most CRM systems fail because of a lack of understanding of customer needs. Adrian Payne and Pennie Frow have brought the two domains together under a title which makes sense - Strategic Customer Management - which from the very beginning should have been the whole purpose of CRM.' Malcolm McDonald, Emeritus Professor, Cranfield School of Management, Cranfield University, and Chairman, Brand Finance PLC

    'Strategic Customer Management is the most comprehensive treatise on Customer Centric Marketing. It provides insightful understanding of how to create value for customers and also for the company. I congratulate Adrian Payne and Pennie Frow for an outstanding contribution to both the marketing discipline and practice.' Jagdish N. Sheth, Charles H. Kellstadt Chair of Marketing, Goizueta Business School, Emory University

    'This book is a comprehensive guide to building shareholder value through long-lasting relationships with all kinds of customers.' James Heskett, Baker Foundation Professor Emeritus, Harvard Business School, and author of The Culture Cycle

    'Strategic Customer Management takes a thorough, relational approach to the customer. By integrating relationship marketing with CRM and adding a service perspective on business, it goes far beyond conventional marketing books. It provides a comprehensive approach to how a firm can understand and manage customers in the contemporary competitive environment, where traditional marketing models are increasingly less effective.' Christian Grönroos, Hanken School of Economics, Finland

    'As Peter Drucker says 'There is only one definition of business purpose: to create a customer.' If you agree with Drucker, and desire a competitive advantage, consider the strategic fundamentals and execution techniques outlined in Strategic Customer Management: Integrating Relationship Marketing and CRM.' Jim Guyette, President and CEO Rolls-Royce, North America

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    Customer reviews

    08th Jul 2015 by MauricioFaraco

    I read this book as a complement to the Hanbook of CRM and, since then, it became a guide for my professional activity. Rich content and practical meaning.

    06th Apr 2018 by Jos Schijns

    Strategic Customer Management gives a nice overview of the history and contents of Relationship Marketing and CRM. Very usefull and accessible text book for our course on Relationship marketing. Looking forward to an updated edition.

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    Product details

    • Date Published: March 2013
    • format: Paperback
    • isbn: 9781107649224
    • length: 542 pages
    • dimensions: 246 x 190 x 25 mm
    • weight: 1.17kg
    • contains: 158 b/w illus. 4 tables
    • availability: Available
  • Table of Contents

    Part I. Introduction:
    1. Strategic customer management
    Part II. Relationship Marketing:
    2. Relationship marketing: development and key concepts
    Case study 2.1. Myspace – the rise and fall
    Case study 2.2. Placemakers – success factors in the building supplies sector
    3. Customer value creation
    Case study 3.1. BT (British Telecommunications) – creating new customer value propositions
    Case study 3.2. Zurich Financial Services – building value propositions
    4. Building relationships with multiple stakeholders
    Case study 4.1. AirAsia spreads its wings
    Case study 4.2. The City Car Club, Helsinki – driving sustainable car use
    5. Relationships and technology: digital marketing and social media
    Case study 5.1. Hippo in India – using Twitter to manage the supply chain
    Case study 5.2. Blendtec – the 'will it blend' viral marketing initiative
    Part III. Customer Relationship Management: Key Processes:
    6. Strategy development
    Case study 6.1. Tesco – the relationship strategy superstar
    Case study 6.2. Samsung – from low-cost producer to product leadership
    7. Enterprise value creation
    Case study 7.1. Coca-Cola in China – bringing fizz to the Chinese beverages market
    Case study 7.2. Sydney Opera House – exploring value creation strategies
    8. Multi-channel integration
    Case study 8.1. TNT – creating the perfect customer experience
    Case study 8.2. Guinness – delivering the 'Perfect Pint'
    9. Information and technology management
    Case study 9.1. Royal Bank of Canada – building client service commitment
    Case study 9.2. The DVLA – innovating with CRM in the public sector
    10. Performance assessment
    Case study 10.1. Sears – the service profit chain and the Kmart merger
    Case study 10.2. The Multinational Software Company – driving results with a metrics dashboard
    Part IV. Strategic Customer Management Implementation:
    11. Organising for implementation
    Annex: the comprehensive CRM audit
    Case study 11.1. Nationwide Building Society fulfilling a CRM vision
    Case study 11.2. Mercedes-Benz – building strategic customer management capability

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    Strategic Customer Management

    Adrian Payne, Pennie Frow

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  • Instructors have used or reviewed this title for the following courses

    • CRM and Data Analytics
  • Authors

    Adrian Payne, University of New South Wales, Sydney
    Dr Adrian Payne is a Professor of Marketing in the Australian School of Business at the University of New South Wales.

    Pennie Frow, University of Sydney
    Dr Pennie Frow is Associate Professor of Marketing and Director of the Master of Marketing Programme at the University of Sydney Business School, Australia.

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