The Handbook of Key Customer Relationship Management: The Definitive Guide to Winning, Managing and Developing Key Account Business - Hardcover

The value of knowledge — in particular customer relationship knowledge — is only just being appreciated. The dot.com revolution is spearheaded by companies whose worth is measured not by profits but by the extent of their customer databases and their ability to mine that information.

Companies will spend more that 5 billion pounds on new CRM applications by 2002. 55% of companies plan to review Sales and Marketing systems within 12 months; 33% will purchase new, 22% will upgrade. But software is only about 25% of the cost. The real cost (and risk) is in implementation, and particularly with your key customers; Ken Burnett's book focuses on getting your KCRM implementation right.

Implement your KCRM strategy now.

Ken Burnett, FIMC is a management consultant based in London specializing in management development, sales, and marketing. He is an authority, writer, and seminar leader on the principles, practice, and problems of constructively managing supplier-customer relationships. His 30-year consulting career includes work with almost 400 different industrial, consumer, and service industry corporations worldwide. He has spent the last few years developing practical software systems and training modules particularly in the area of customer relationship planning and development.