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

By: Contributor(s): Material type: TextTextLanguage: 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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Item type Current library Call number Status Date due Barcode
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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