TY  - BOOK
AU  -  Buttle, Francis;
AU  - Maklan, Stan
TI  - Customer relationship management : : concepts and technologies / 
SN  - 9781138498259
U1  - 658.812 
PY  - 2022///
CY  - New York
PB  - Routledge, Taylor & Francis Group, 
KW  - Customer relations
KW  - Management
N1  - 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
N2  - 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
ER  -