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|Document Type:||Book, Computer File|
|All Authors / Contributors:||
Bryan Foss; Merlin Stone
|Description:||1 online resource (721 p.)|
|Contents:||Contents; About the authors; List of contributors; Foreword; Acknowledgements; Introduction; Chapter 1. The state of CRM in financial services in the UK: promise vs reality; Chapter 2. Uncertain directions in Europe and South Africa; Chapter 3. Assessing the quality of customer management in financial services; Chapter 4. E-business impact on customer management in financial services: an overview; Chapter 5. The impact of e-business on financial services marketing and marketers; Chapter 6. 'E-business strategy 'or just 'business strategy '; Chapter 7. Managing marketing in the e-world. Chapter 8. The implications of e-commerce for strategy: UK case studiesChapter 9. Branch and virtual CRM --
a Dutch case study: Rabobank; Chapter 10. The life and pensions industry: the UK situation compared with other countries; Chapter 11. Trends in insurance CRM; Chapter 12. The evolution of CRM in banking; Chapter 13. CRM in investment banking and financial markets; Chapter 14. Making the most of your customer base; C.