The Dark Side of CRM: Customers, Relationships and Management

0 avg rating
( 0 ratings by Goodreads )
 
9781138803312: The Dark Side of CRM: Customers, Relationships and Management

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling.

This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.

"synopsis" may belong to another edition of this title.

About the Author:

Bang Nguyen, PhD, is a faculty member in the Marketing Department at the East China University of Science and Technology (ECUST), School of Business, China.

Lyndon Simkin, PhD, is Executive Director of the Centre for Business in Society and Professor of Strategic Marketing at the Univesity of Coventry.

Ana Isabel Canhoto, PhD, is a Principal Lecturer in Marketing at Oxford Brookes University, UK and the Alf Mizzi Chair in Digital Marketing at the University of Malta.

Review:

‘Trouble is brewing; all is not well in the land of customer management. Companies and customers often act deceitfully and amorally. This important book sounds the alarm about contemporary customer management practice, and suggests responses and remedies for businesses and public policy makers.’ - Dr. Francis Buttle, Principal, Francis Buttle & Associates - francisbuttle.com.au – and author ‘Customer Relationship Management: Concepts and Technologies’, 3rd edition.

"About this title" may belong to another edition of this title.

Buy New View Book
List Price: US$ 160.00
US$ 134.83

Convert Currency

Shipping: US$ 3.99
Within U.S.A.

Destination, Rates & Speeds

Add to Basket

Top Search Results from the AbeBooks Marketplace

1.

Nguyen, Bang
ISBN 10: 1138803316 ISBN 13: 9781138803312
New Quantity Available: 5
Seller:
Paperbackshop-US
(Wood Dale, IL, U.S.A.)
Rating
[?]

Book Description 2015. HRD. Book Condition: New. New Book. Shipped from US within 10 to 14 business days. Established seller since 2000. Bookseller Inventory # VT-9781138803312

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 134.83
Convert Currency

Add to Basket

Shipping: US$ 3.99
Within U.S.A.
Destination, Rates & Speeds

2.

Nguyen, Bang
Published by Routledge (2016)
ISBN 10: 1138803316 ISBN 13: 9781138803312
New Paperback Quantity Available: 1
Print on Demand
Seller:
Ria Christie Collections
(Uxbridge, United Kingdom)
Rating
[?]

Book Description Routledge, 2016. Paperback. Book Condition: New. PRINT ON DEMAND Book; New; Publication Year 2016; Not Signed; Fast Shipping from the UK. No. book. Bookseller Inventory # ria9781138803312_lsuk

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 141.72
Convert Currency

Add to Basket

Shipping: US$ 5.17
From United Kingdom to U.S.A.
Destination, Rates & Speeds

3.

Nguyen, Bang
Published by Routledge
ISBN 10: 1138803316 ISBN 13: 9781138803312
New Hardcover Quantity Available: 1
Seller:
Rating
[?]

Book Description Routledge. Book Condition: BRAND NEW. BRAND NEW Hardcover A Brand New Quality Book from a Full-Time Bookshop in business since 1992!. Bookseller Inventory # 2030497

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 148.94
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds

4.

Published by Taylor Francis Ltd, United Kingdom (2015)
ISBN 10: 1138803316 ISBN 13: 9781138803312
New Hardcover Quantity Available: 1
Seller:
Book Depository hard to find
(London, United Kingdom)
Rating
[?]

Book Description Taylor Francis Ltd, United Kingdom, 2015. Hardback. Book Condition: New. Language: English . This book usually ship within 10-15 business days and we will endeavor to dispatch orders quicker than this where possible. Brand New Book. Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy. Bookseller Inventory # BTE9781138803312

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 157.56
Convert Currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, Rates & Speeds

5.

NGUYEN, BANG ; SIMKIN, LYNDON; CANHOTO, ANA ISABEL
Published by Routledge (2015)
ISBN 10: 1138803316 ISBN 13: 9781138803312
New Hardcover Quantity Available: 1
Seller:
Herb Tandree Philosophy Books
(Stroud, GLOS, United Kingdom)
Rating
[?]

Book Description Routledge, 2015. Hardback. Book Condition: NEW. 9781138803312 This listing is a new book, a title currently in-print which we order directly and immediately from the publisher. For all enquiries, please contact Herb Tandree Philosophy Books directly - customer service is our primary goal. Bookseller Inventory # HTANDREE0947061

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 158.60
Convert Currency

Add to Basket

Shipping: US$ 10.66
From United Kingdom to U.S.A.
Destination, Rates & Speeds

6.

Nguyen, Bang (Editor)/ Simkin, Lyndon (Editor)/ Canhoto, Ana Isabel (Editor)
Published by Routledge (2015)
ISBN 10: 1138803316 ISBN 13: 9781138803312
New Hardcover Quantity Available: 1
Seller:
Revaluation Books
(Exeter, United Kingdom)
Rating
[?]

Book Description Routledge, 2015. Hardcover. Book Condition: Brand New. 303 pages. 9.25x6.25x1.00 inches. In Stock. Bookseller Inventory # __1138803316

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 170.58
Convert Currency

Add to Basket

Shipping: US$ 8.00
From United Kingdom to U.S.A.
Destination, Rates & Speeds

7.

Nguyen, Bang
Published by Routledge (2015)
ISBN 10: 1138803316 ISBN 13: 9781138803312
New Quantity Available: > 20
Print on Demand
Seller:
Books2Anywhere
(Fairford, GLOS, United Kingdom)
Rating
[?]

Book Description Routledge, 2015. HRD. Book Condition: New. New Book. Delivered from our US warehouse in 10 to 14 business days. THIS BOOK IS PRINTED ON DEMAND.Established seller since 2000. Bookseller Inventory # IP-9781138803312

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 166.68
Convert Currency

Add to Basket

Shipping: US$ 12.00
From United Kingdom to U.S.A.
Destination, Rates & Speeds

8.

Published by Taylor Francis Ltd, United Kingdom (2015)
ISBN 10: 1138803316 ISBN 13: 9781138803312
New Hardcover Quantity Available: 10
Print on Demand
Seller:
The Book Depository US
(London, United Kingdom)
Rating
[?]

Book Description Taylor Francis Ltd, United Kingdom, 2015. Hardback. Book Condition: New. Language: English . Brand New Book ***** Print on Demand *****. Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy. Bookseller Inventory # APC9781138803312

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 199.92
Convert Currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, Rates & Speeds

9.

Published by Taylor Francis Ltd, United Kingdom (2015)
ISBN 10: 1138803316 ISBN 13: 9781138803312
New Hardcover Quantity Available: 10
Print on Demand
Seller:
The Book Depository
(London, United Kingdom)
Rating
[?]

Book Description Taylor Francis Ltd, United Kingdom, 2015. Hardback. Book Condition: New. Language: English . Brand New Book ***** Print on Demand *****.Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy. Bookseller Inventory # APC9781138803312

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 204.59
Convert Currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, Rates & Speeds

10.

Bang Xuan Nguyen
ISBN 10: 1138803316 ISBN 13: 9781138803312
New Hardcover Quantity Available: 1
Seller:
AussieBookSeller
(SILVERWATER, NSW, Australia)
Rating
[?]

Book Description 2015. Hardcover. Book Condition: New. Hardcover. Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customer.Shipping may be from our Sydney, NSW warehouse or from our UK or US warehouse, depending on stock availability. 322 pages. 0.589. Bookseller Inventory # 9781138803312

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 180.09
Convert Currency

Add to Basket

Shipping: US$ 37.00
From Australia to U.S.A.
Destination, Rates & Speeds