Dr Adrian Payne is Professor of Services & Relationship Marketing and Director of the Centre for CRM at Cranfield School of Management, UK. He is an author of ten books on Relationship Marketing, CRM and Marketing Strategy. He undertakes research, gives keynote presentations, runs workshops and consults globally in CRM, relationship marketing and customer retention strategies.

• A Strategic Framework for CRMThe Strategy Development ProcessThe Value Creation ProcessThe Multi-Channel Integration ProcessThe Information Management ProcessThe CRM Performance Assessment ProcessOrganising for CRM ImplementationChapter referencesCRM reading list

"Professor Payne has written an excellent handbook for CRM success. Every manager with any customer responsibilities should have The Handbook of CRM on the desk."

Dr Adrian Payne is Professor of Services & Relationship Marketing and Director of the Centre for CRM at Cranfield School of Management, UK. He is an author of ten books on Relationship Marketing, CRM and Marketing Strategy. He undertakes research, gives keynote presentations, runs workshops and consults globally in CRM, relationship marketing and customer retention strategies.

• A Strategic Framework for CRMThe Strategy Development ProcessThe Value Creation ProcessThe Multi-Channel Integration ProcessThe Information Management ProcessThe CRM Performance Assessment ProcessOrganising for CRM ImplementationChapter referencesCRM reading list

"Professor Payne has written an excellent handbook for CRM success. Every manager with any customer responsibilities should have The Handbook of CRM on the desk."

Dr Adrian Payne is Professor of Services & Relationship Marketing and Director of the Centre for CRM at Cranfield School of Management, UK. He is an author of ten books on Relationship Marketing, CRM and Marketing Strategy. He undertakes research, gives keynote presentations, runs workshops and consults globally in CRM, relationship marketing and customer retention strategies.

• A Strategic Framework for CRMThe Strategy Development ProcessThe Value Creation ProcessThe Multi-Channel Integration ProcessThe Information Management ProcessThe CRM Performance Assessment ProcessOrganising for CRM ImplementationChapter referencesCRM reading list

"Professor Payne has written an excellent handbook for CRM success. Every manager with any customer responsibilities should have The Handbook of CRM on the desk."