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Handbook of CRM: Achieving Excellence in Customer Management
by Adrian Payne
Adrian Payne offers a holistic strategic approach to managing customer relationships to increase shareholder value. His focus is on achieving an understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it.
Hardcover, 438 pages
Published October 31st 2005 by Butterworth-Heinemann
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