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Customer relationship management

A collection of books, articles, guides and links on customer care, building customer loyalty and customer relationship management.

Featured article

Operational transparency
Customers are less less likely to value work they don't see. The article proposes adopting operational transparency to help customers understand and appreciate the value being added.

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eBooks

The Library provides full text access to a selection of key business and reference eBooks from leading publishers. eBooks are available to logged-in ICAEW members, ACA students and other entitled users. If you are unable to access an eBook, please see our Help and support advice or contact library@icaew.com.

Effective sales force automation and customer relationship management: a focus on selection and implementation

The book includes chapters on integrating technology and telecoms with business strategy, implementing change, system planning and designing, and technology assessment and maintenance. It also looks at the role of customers in sales innovation and the implementation of new technology and software.

Expanding customer service as a profit center: striving for excellence and competitive advantage.

This book is aimed at organisational managers. It offers practical guidance on building sales loyalty with strong customer service, tailoring customer services to the right audience, and the types of customer services required by different businesses.

How to measure anything: finding the value of intangibles in business

A guide to valuing intangible assets when carrying out a business valuation. The author provides insights on measuring aspects of a business that may previously have seemed immeasurable, including customer satisfaction, organizational flexibility, technology risk, the value of information and technology return on investment (ROI). The book also covers measuring risk through modeling with the Monte Carlo simulation, a tool which can be used for almost any kind of risk analysis.

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Terms of use: You are permitted to access, download, copy, or print out content from eBooks for your own research or study only, subject to the terms of use set by our suppliers and any restrictions imposed by individual publishers. Please see individual supplier pages for full terms of use.

Online articles

The Library provides access to leading business, finance and management journals. These journals are available to logged-in ICAEW members, ACA students and other entitled users subject to suppliers' terms of use.

Travel management company technology: What you see & what you don't

Travel buyers need to understand travel management company (TMC) technology and how TMCs can support great customer experiences. The authors cover some of the business tools and apps available for the tourism industry.

Operational transparency

Customers are less less likely to value work they don't see. The article proposes adopting operational transparency to help customers understand and appreciate the value being added. This has the potential to increase customer loyalty and employee satisfaction. However, managers should be aware of certain conditions in which transparency can backfire.

What is your IT strategy?

The article offers the author's view regarding information technology (IT) strategies. Several requirements a firm needs to develop an IT strategy are outlined - some critical areas that IT plan should address which include governance, leadership, accountability, cloud and workflow strategy and client services.

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Useful links

Customer relationship management
Businessballs.com outline of CRM, including what it is, what it us for and benefits and characteristics of effective CRM

Customer relationship management
Information from NIBusinessInfo on CRM systems with benefits, drawbacks, how tio find the correct supplier and creating a CRM strategy.

DestinationCRM
Information on CRM and related products and services from the editors of CRM magazine. The site includes news, articles from the magazine, best practice guides and a CRM Directory.

My Customer
Online community of customer strategy and CRM professionals providing news, advice and discussion. The website includes a document library providing access to reports relating to CRM and customer strategy. 

Atom Content Marketing guides

Can't find what you are looking for?

If you're having trouble finding the information you need, ask the Library & Information Service. Contact us by telephone on +44 (0)20 7920 8620, by web chat or by email at library@icaew.com.

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