000			01513nam a22002057a 4500
999			_c21872 _d21872
020			_a9781138498259
020			_a9780367376253
041			_aENG
082			_a658.812 _bBUT
100			_a Buttle, Francis;
245			_aCustomer relationship management : _bconcepts and technologies / _cFrancis Buttle and Stan Maklan.
250			_a4th ed.
260			_aNew York : _bRoutledge, Taylor & Francis Group, _c2022.
300			_axxiii, 444 pages : _billustraties ; _c25 cm.
505			_aSection 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
520			_aThis 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.
650			_aCustomer relations _xManagement.
700			_aMaklan, Stan
942			_2ddc _cBK