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Customer Relationship Management, by Francis Buttle

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Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management.

The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology.

The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development.

Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships.

An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.

* Integrative structure organized around the author's 'CRM Value Chain' model.
* Theoretically sound and managerially relevant - a useful text from both student and practitioner's perspectives.
* Standardized chapter contents and features for ease of navigation.

Sales Rank: #3009976 in Books
Brand: Brand: Butterworth-Heinemann
Published on: 2003-12-17
Original language: English
Number of items: 1
Dimensions: .86" h x 7.38" w x 9.70" l, 1.68 pounds
Binding: Paperback
384 pages

Features

Used Book in Good Condition

Review
"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 many of the technology-heavy or lop-sided views that surround this important subject."
- Fred Wiersema, President The Customer Strategy Group LLC, USA and co-author of "The Discipline of Market Leaders"

"The author does a magnificent job of gathering the difference perspectives, categorizing them, and presenting a comprehensive overview. This is an easy-to-use textbook with a pleasant and engaging format. Each chapter begins with a list of "Chapter Objectives" that tells readers just what they will understand by the end of the chapter. There is also a "Summary" at the end of each chapter that neatly ties up the important concepts. Throughout the book, the author includes illustrative mini-cases that put some flesh onto the bare bones of a particular CRM term or concept. The cases are quick and interesting anecdotes. There are also many visuals to enhance the subject matter.

I would recommend this text for business students at either the undergraduate or graduate level; and for non CRM practitioners who want an easy to grasp overview of a complex subject. There is enough information here to sell the idea of CRM internally, hire CRM consultants and work intelligently with them."
- Marty Landrigan, Landrigan Marketing Research, Sudbury, MA USA

About the Author
Francis Buttle, PhD, is founder and principal consultant of Francis Buttle & Associates,a Sydney, Australia-based business that helps organizations become more skilled and successful at customer acquisition, retention and development. Francis has spent most of the last 30 years in various academic roles around the world. He has been a Professor of Customer Relationship Management, Professor of Marketing,Professor of Relationship Marketing, and Professor of Management at a number of leading graduate schools of management, including Manchester Business School (UK), Cranfield School of Management (UK) and Macquarie Graduate School of Management (Australia). He was appointed as the world's first Professor of CRM in 1995, and remains an Adjunct Professor at MGSM. Francis has authored, co-authored or edited 7 books, and over 100 peer-reviewed academic journal articles or conference papers. In addition, he is a frequent contributor to practitioner magazines, presenter at business conferences, and a serial blogger. Francis has developed, run or contributed to many management development programs, and has advised or consulted to numerous for-profit and not-for-profit organizations in the UK, Australia, USA, Hong Kong, Singapore and New Zealand. Although he quit full-time academic life in 2006, he still supervises doctoral candidates, and conducts customer-related research. Francis lives on Sydney's North Shore, is a qualified but reluctantly retired rugby union referee, enjoys cycling and kayaking, and rides a Suzuki. Francis has degrees in management science, marketing and communication. His PhD was earned at the University of Massachusetts. He is an elected Fellow of the Chartered Institute of Marketing. He can be contacted at francis@buttleassociates.com. Find out more at www.buttleassociates.com

Most helpful customer reviews

13 of 13 people found the following review helpful.
Great text and guidebook
By Paul K. Ward
This should be considered for any curriculum through the master's level as an overview of CRM. I've been steeped in marketing and management texts for months and most of them miss the mark entirely on CRM.

Buttle's writing is clear and his organization of the material is even better. I especially appreciated his discussion about quality and the importance of understand that the market's perception of quality drives satisfaction and competitiveness. This helps fill in what is a chronic gap in CRM: Most companies look for ways to find the right customers and fire the bad ones using data analytics that they call CRM, based on some of the most insidious principles of customer value management (CVM), viz., that it's the value the customer has to YOU that matters most. That's not the full picture. It's the value YOU have to the customer and prospect that makes sure you're going to be around for any length of time.

This is but one example of how Buttle has laid out CRM as a complete view of the organization, inside and out.

My only "ding" is that it needs to be updated a bit: The next part of CRM will be customer experience management (CEM), which starts with a business rules layer driven precisely by perceived value metrics, so that the right value components of your value proposition are expressed in the right channels in the right way. Another trend that should be emphasized more is the value of using a multi-channel approach for gathering the voice and behavior of the customer to drive innovation, operations and marketing.

So, if you're interested in a well-written, documented, rich and yet broad view of CRM and its implications for your organization, Buttle is a great buy. But also pick up something on customer experience management.

5 of 5 people found the following review helpful.
The best CRM text I have read
By Kommie
I have read a number of CRM texts, however, this is a mile ahead and I would have to say it is the best CRM text that I have read.
It offers an excellent introduction to the principals of CRM and each chapter builds on the last, presenting a logical view of CRM from a marketers perspective, not from a that of a software engineer, a welcome change.
A must read for marketing profesionals and academic marketing courses.

0 of 0 people found the following review helpful.
Customer Relationship Management
By Carolynn R. Nutter
This was a great read...the book clealy outlined the tools necessary for efficiently effecting a CRM model.

See all 4 customer reviews...

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