000			01284nam a22002417a 4500
008			170915b xxu||||| |||| 00| 0 eng d
020			_a9788131217795
041			_aEnglish
082			_a658.87 WIL
100			_aWilson, Hugh
245			_aThe multichannel challenge : _bintegrating customer experiences for profit / _cHugh Wilson; Rod Street; Lindsay Bruce
260			_aAmsterdam : _bElsevier, _c2008.
300			_axxii, 218 p. : _bcol. ill. ; _c25 cm.
505			_aIntroduction; The case for change (1): treat different customers differently (Case study: IBM); The case for change (2): channel combining for wealth (Case study: BT Major Business); The case for priority: picking win-winners (Case study: Intelligent Finance); The case for investment: mind the gap (Case study: General Motors -- two generations of multi-channel CRM); Executing channel change (Case studies: DVLA, First Direct); Multi-channel metrics: where's the customer gone? (Case study: Taylor Woodrow); Postlude: Future sense.
600			_aStreet, Rod -- author
600			_aBruce, Lindsay -- author
650			_aMarketing channels.
650			_aCustomer services.
650			_aOrganizational effectiveness.
650			_aKundenmanagement.
650			_aMarketing.
942			_c1
999			_c13424 _d13424