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Customer relationship management : concepts and technologies / Francis Buttle and Stan Maklan.

By: Contributor(s): Material type: TextLanguage: English Publication details: New York : Routledge, Taylor & Francis Group, 2022.Edition: 4th edDescription: xxiii, 444 pages : illustraties ; 25 cmISBN:
  • 9781138498259
  • 9780367376253
Subject(s): DDC classification:
  • 658.812 BUT
Contents:
Section A: Understanding Customer Relationships. 1. Introduction to CRM. 2. Understanding Relationships. 3. Managing the Customer Journey: Customer Acquisition. 4. Managing the Customer Journey: Customer Retention and Development. Section B: Strategic CRM. 5. Customer Portfolio Management. 6. Managing Customer-Experienced Value. 7. Managing customer experience. Section C: Operational CRM. 8. Marketing Automation. 9. Sales force automation. 10. Service Automation. Section D: Analytical CRM. 11. Developing and Managing Customer-Related Databases. 12. Using Customer-Related Data. Section E: Realizing the Benefits of CRM. 13. Planning to Succeed. 14. Implementing CRM. Section F: Looking to the Future. 15. The Future
Summary: This is a much-anticipated update of the bestselling Customer Relationship Management, including substantial revisions to bring its coverage up to date with the very latest in CRM practice.
List(s) this item appears in: New Arrivals- August 1st to 31st 2022 | New Arrivals- November 1st to 30th 2022
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Cover image Item type Current library Home library Collection Shelving location Call number Materials specified Vol info URL Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Books Institute of Public Enterprise, Library S Campus 658.812 BUT (Browse shelf(Opens below)) Available 46735
Books Institute of Public Enterprise, Library S Campus 658.812 BUT (Browse shelf(Opens below)) Available 46736
Books Institute of Public Enterprise, Library S Campus 658.812 BUT (Browse shelf(Opens below)) Available 46737
Books Institute of Public Enterprise, Library S Campus 658.812 BUT (Browse shelf(Opens below)) Available 46738
Books Institute of Public Enterprise, Library S Campus 658.812 BUT (Browse shelf(Opens below)) Available 46739
Books Institute of Public Enterprise, Library S Campus 658.812 BUT (Browse shelf(Opens below)) Available 46328
Books Institute of Public Enterprise, Library S Campus 658.812 BUT (Browse shelf(Opens below)) Checked out 12/01/2022 46327
Books Institute of Public Enterprise, Library S Campus 658.812 BUT (Browse shelf(Opens below)) Available 46329

Section A: Understanding Customer Relationships. 1. Introduction to CRM. 2. Understanding Relationships. 3. Managing the Customer Journey: Customer Acquisition. 4. Managing the Customer Journey: Customer Retention and Development. Section B: Strategic CRM. 5. Customer Portfolio Management. 6. Managing Customer-Experienced Value. 7. Managing customer experience. Section C: Operational CRM. 8. Marketing Automation. 9. Sales force automation. 10. Service Automation. Section D: Analytical CRM. 11. Developing and Managing Customer-Related Databases. 12. Using Customer-Related Data. Section E: Realizing the Benefits of CRM. 13. Planning to Succeed. 14. Implementing CRM. Section F: Looking to the Future. 15. The Future

This is a much-anticipated update of the bestselling Customer Relationship Management, including substantial revisions to bring its coverage up to date with the very latest in CRM practice.

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