A series of briefings on customer relationship management.
Author: Merlin Stone and approximately 40 others.
Sponsors: IBM Global Business Intelligence Solutions, Bristol Business School (Surrey European Management School for first 24 briefings).

For full summaries of each of the 22 briefings click on the titles below

• Best Practice Customer Management: Managing customers through intermediaries and across the value chain
• Building Customer-Focused Data: Managing good and bad customers in an era of tougher data protection
• Building Customer Relationships: A best practice guide to implementing relationship marketing
• Customer Loyalty And Continuity: The acquisition, development and retention of profitable customers
• Customer Value Management: Building business organisation and capability to deliver what the customer wants
• Direct Mail: Best practice - tactics and techniques for managing financial services customers through direct mail
• Effective Data Mining: How to extract marketing benefits from a data warehouse
• Managing Automotive Customers: Developing true customer relationships in a fast-changing market
• Managing Complaints And Compliments: Best practice in managing customer-controlled contact
• Managing Customer Service In Utilities: The triple challenge of service, retention and loyalty
• Managing Customers With E-Business: The Web-based future of customer management
• Managing Frequent Traveler Schemes: What the travel industry can teach other industries
• Managing Good And Bad Customers: A strategy for developing a more profitable customer portfolio
• Managing Retail Customers: Developing loyalty schemes to deliver sustained competitive advantage
• Marketing Beyond 2000: A new strategy - towards transparent marketing with new technologies
• Models Of Customer Management: Using skills, knowledge and best practice in different global markets
• Relationship Marketing Strategy: A new approach to building profitable contact with customers
• Relationship Marketing: The technology - using information technology to support customer management strategies
• Retail Banking Customer Management: Best practice relationship marketing
• Retail Insurance Customer Management: Building a shorter value chain to deliver better customer value
• Targeting High-Value Customers: What airlines can teach other industries about managing present and future customer value
• Transparent Marketing: The implementation - techniques and methodologies for implementing marketing technologies for the new millennium
• CLOSE TO THE CUSTOMER: SIX NEW BRIEFINGS FOR 2000