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 |