20% of your customers create 80% of your business revenue, but still 40% of suppliers cannot identify their key customers. The handbook of KCRM (Key Customer Relationship Management) is the definitive guide to winning, managing your key customers and provides you with all you need to know about how to develop your business for them. Enterprises that are not in the mainstream of technology will find themselves at a distinct competitive disadvantage as customers will equate lack of tailored technology with lack of concern. Get the competitive advantage, before your competition gets your customers. Including examples on: Procter & Gamble Marks & Spencers Ford Hawlett & Packard IBM
From the Back Cover
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.
"Knowledge, it is said, is power. Through this book Ken Burnett empowers readers to gain an insight into 'know-what' and 'know-how' aspects of customer knowledge management. If your business is on a 'bleeding edge' then this book will transform it into a 'leading edge'."—Sultan Kermally, Author of When Economics Means Business, and an Associate Lecturer in Knowledge Management, Open University Business School"Throughout the book, the author demonstrates his extensive experience and mastery of this important subject. This book will be invaluable to the practitioner manager as well as students of marketing or business strategy."—Peter Woolliams, Ph.D. Professor of International Business, Anglia Business School"Ken Burnett writes with the easy style and grace of a business man who has been there and done that ... and is gracious enough to let us in on the secret."—Ron Springer, Vice-President Sales (Americas), Arca Xytec Systems Inc.
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