Customer relationship management : concepts and technologies / Francis Buttle and Stan Maklan.
By: Buttle, Francis
Contributor(s): Maklan, Stan
Material type:
TextLanguage: Unknown language code Publisher: New York : Routledge, Taylor & Francis Group, 2022Edition: 4th edDescription: xxiii, 444 pages : illustraties ; 25 cmISBN: 9781138498259; 9780367376253Subject(s): Customer relations -- ManagementDDC classification: 658.812 | Item type | Current location | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|
| Books | Institute of Public Enterprise, Library S Campus | 658.812 BUT (Browse shelf) | Available | 46735 | |
| Books | Institute of Public Enterprise, Library S Campus | 658.812 BUT (Browse shelf) | Available | 46736 | |
| Books | Institute of Public Enterprise, Library S Campus | 658.812 BUT (Browse shelf) | Available | 46737 | |
| Books | Institute of Public Enterprise, Library S Campus | 658.812 BUT (Browse shelf) | Checked out | 09/15/2023 | 46738 |
| Books | Institute of Public Enterprise, Library S Campus | 658.812 BUT (Browse shelf) | Available | 46739 | |
| Books | Institute of Public Enterprise, Library S Campus | 658.812 BUT (Browse shelf) | Checked out | 09/12/2023 | 46328 |
| Books | Institute of Public Enterprise, Library S Campus | 658.812 BUT (Browse shelf) | Checked out | 12/01/2022 | 46327 |
| Books | Institute of Public Enterprise, Library S Campus | 658.812 BUT (Browse shelf) | Available | 46329 |
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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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