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ISBN
0749436964
EAN
9780749436964
Date of Publication
2002-06-14
Release Title
CRM in Financial Services: A Practical Guide to Making Custome...
Artist
Foss, Bryan
Brand
N/A
Colour
N/A
Book Title
CRM in Financial Services: A Practical Guide to Making Custome...

Über dieses Produkt

Product Identifiers

Publisher
Kogan Page, The Limited
ISBN-10
0749436964
ISBN-13
9780749436964
eBay Product ID (ePID)
2497111

Product Key Features

Number of Pages
480 Pages
Language
English
Publication Name
Crm in Financial Services : a Practical Guide to Making Customer Relationship Marketing Work
Publication Year
2002
Subject
Marketing / General, Customer Relations, Accounting / General, Entrepreneurship, Industries / Financial Services
Type
Textbook
Subject Area
Business & Economics
Author
Merlin Stone, Bryan Foss
Format
Hardcover

Dimensions

Item Height
1.8 in
Item Weight
60.2 Oz
Item Length
10.1 in
Item Width
7.9 in

Additional Product Features

Intended Audience
College Audience
LCCN
2003-268012
Dewey Edition
21
Reviews
"A unique and stimulating read. A breath of fresh air from Bryan and Merlin, bringing hands-on practical experience and insight from themselves and industry professionals. They have seized the opportunity to marry theory with the knowledge of what really works on the ground." -- Karen Jones, Marketing Director, GMAC Residential Funding (a General Motors company)
Illustrated
Yes
Dewey Decimal
332.10688
Table Of Content
ForewordAbout The AuthorsList of ContributorsAcknowledgementsIntroduction by Bryan Foss and Merlin StonePart 1. WHERE ARE WE NOW IN CRM? The State of CRM in Financial Services in the UK: Promise Vs. Reality by Ann Rodrigues (Hoggett Bowers) and Merlin StoneUncertain Directions In Europe and South Africa by Paul Clutterbuck, Rohitha Perera and Merlin StoneAssessing The Quality of Customer Management in Financial Services by Michael Starkey, Neil Woodcock and Merlin StonePart 2. WHERE ARE WE NOW IN E-BUSINESS? E-business impact on customer management in financial services: an overview by Alison Spottiswoode and Abdelouahed El MarouaniImpact Of E-Business On Financial Services Marketing and Marketers by Alan Tapp, Clive Nancarrow, Merlin Stone, John Stubbs and Bryan Foss'E-Business Strategy' Or Just 'Business Strategy' by Barry Re PlanManaging Marketing In The E-World by Tess Moffett, Paul Crick, Merlin Stone and Barry JeromeThe Implications Of E-Commerce For Strategy: UK Case Studies by Tim HughesBranch and Virtual CRM -- A Dutch Case Study: Rabobank by Gerard De Graaf Part 3. SECTOR SITUATION Trends In Insurance CRM by Bryan Foss, Merlin Stone and Fola KomolafeThe Evolution Of CRM In Banking by Merlin Stone, Richard Lowrie, Bryan Foss and Fola KomolafeCRM In Investment Banking And Financial Markets by Genevieve Findlay, Peter Mathias, Paris De L'Etraz and Merlin Stone Part 4. UNDERSTANDING CUSTOMERS Making The Most Of Your Customer Base by Merlin Stone and Tony Woods The Meaning and Measurement of Customer Retention by Edward Aspinall, Clive Nancarrow, Merlin Stone and Bryan FossBusiness-To-Business Segmentation In Financial Services by Bryan Foss and Merlin Stone Part 5. SYSTEMS AND DATA Strategic IT Issues In Financial Services by John Carter and Bryan FossAchieving ROI From E-Business Systems In FS by Bryan Foss, Colin P Devonport and Paul McdaidData Management - Moving From CRM To E-Business Customer Management by Berenice Winter and Michael PagePart 6. RISK AND COMPLIANCE Managing Customers In A World Of Risk by David La Bouchardière, Maureen Madden, Greg Scorziello and Merlin StoneCustomer Service, Complaints Management and Regulatory Compliance by Joy Terentis, Fabian Sander, David Cox, Merlin Stone and Maureen MaddenData Protection by Genevieve Findlay, Merlin Stone, Matt Leonard, Martin Evans and Barry McenroeMoney Laundering by Kevin Lacroix Part 7. CHANNELS AND VALUE CHAIN ISSUES Managing Customers In Retail Bank Branches by Merlin Stone, Chandra Kiran, Tamsin Brew and David SelbyThe Impact Of E-Commerce On UK Financial Services Product-Providers And Their Intermediary Relationships by Philip AitchisonDeconstructing The Value Chain: Property And Casualty Insurance Servicing byPaul Greensmith, Peter Routledge, Stuart Degg, Cathy Pickering and Merlin StoneDirect Insurance by Bryan Foss, Merlin Stone and Roy SheridanCRM Partnership Between Banks And Insurance In Practice - A Case Study by Vince Mason and Merlin StoneManaging Customers With Direct Mail by Merlin Stone, Brian Scheld and Bryan Foss Part 8: IMPLEMENTATION Managing Value In E-Business by Emma Cullen, Merlin Stone, Martin Hattenbach and Ted StraderImplementing CRM by Merlin Stone, Bryan Foss, Neil Woodcock, Michael Starkey, John Mullaly, Liz Machtynger, Rich Harvey and Brian ScheldMotivating People To Manage Customers -Through Their Pay by David Port Part 9. MAKING THE MOST OF YOUR (MOST VALUABLE?) CUSTOMERSManaging Wealth? Are You? Really? by Kevin La Croix, Merlin Stone and Rohitha PereraBridging The Wealth Management Gap by Tamsin Brew, Rohitha Perera and Merlin StoneBuilding The Private Banking Customer Experience by Rohitha Perera and Ta
Synopsis
CRM in Financial Services gives a whole host of suggestions as to how companies can improve their CRM and achieve the anticipated return on investment. It shows how to avoid the main problems and challenge some of the conventional wisdom about what is happening in the financial services market., * Customer Relationship Management, Customer Loyalty, Customer Centricity are key concepts in Business and Management thinking today
LC Classification Number
HG173.F675 2002

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