Buttle, Francis; <br/><br/>
Customer relationship management :   concepts and technologies /  
Francis Buttle and Stan Maklan. 
 - 4th ed. 
 - New York :  Routledge, Taylor & Francis Group,   2022. 
 - xxiii, 444 pages :  illustraties ;   25 cm. 
<br/><br/>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 
<br/><br/> 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. 
<br/><br/><label>ISBN: </label>9781138498259 9780367376253 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations--Management.
<br/><br/><label>Dewey Class. No.: </label>658.812  / BUT