Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme.The book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment - with 16 best practice case studies which set the universal theory in a specific practical context. These feature a range of companies, including Orange, Brittania, Homebase, Canada Life, Sun Microsystems, Natwest, Sears, Roebuck & Co., Nortel Networks and Siemens. The book concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM.Customer Relationship Management is a vital instrument for anyone who needs to know how to develop and measure effective CRM within an organization. It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading.

This book offers a long overdue, extensive study of one of the most beloved television shows: Friends. Why has this sitcom become the seminal success that it is? And how does it continue to engage viewers around the world a quarter century after its first broadcast? Featuring original interviews with key creative personnel (including co-creator Marta Kauffman and executive producer Kevin S. Bright), the book provides answers by identifying a strategy of intimacy that informs Friends' use of humour, performance, style and set design. The authors provide fascinating analyses of some of the most well-remembered scenes-the one where Ross can't get his leather pants back on, and Ross and Rachel's break-up, to name just a couple-and reflect on how and why A-list guest performances sometimes fell short of the standards set by the ensemble cast. Also considered are the iconic look of Monica's apartment as well as the programme's much discussed politics of representation and the critical backlash it has received in recent years. An exploration of Joey, the infamous spin-off, and several attempts to adapt Friends' successful formula across the globe, round out the discussion, with insights into mistranslated jokes and much more. For students, scholars, creative industry practitioners and fans alike, this is a compelling read that lets us glimpse behind the scenes of what has become a cultural phenomenon and semi-permanent fixture in many of our homes.

This innovative and timely collection offers a wide-reaching critical evaluation of performance in television, mapping out key conventions, practices and concerns while introducing performance theory and criticism to the established field of television studies. Chapters from leading scholars move through a range of examples from different styles and genres, from Game of Thrones to America's Next Top Model. Individual performances are analysed in close detail as the authors debate central questions of meaning, value and achievement. Opening out new pathways for inquiry and investigation, this book is an important touchstone for undergraduate and postgraduate students of television, media and theatre studies with an interest in the work of actors and non-actors on screen.