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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 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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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.

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.

Project management life cycle: a complete step-by-step methodology for intitiating, planning, executing and closing a project successfully, The

Describes a single project management system in detail, with advice on planning, staff management, customer relations and project delivery.

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.

How AI and automation can drive better customer service

Article explores the benefits of combining artificial intelligence with automation in customer service where it can help at every step of the customer service journey.

The perks of hiring your best customers

This article looks at why a social enterprise company should look at their own customer base as a source of talent. It covers start-ups and established companies alike creating similar working models around the people they hire; and hiring actual users of the product or service, guaranteeing that customer care specialists are true specialists.

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.

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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.

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

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