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Bibliographic Details

Title: Customer Relationship Management
Publisher: Routledge
Publication Date: 2008
Language: English
ISBN 10: 1856175227
ISBN 13: 9781856175227
Binding: Softcover
Edition: 2nd Edition
Condition: Tr�s bon

About this title

Synopsis

This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes:

� A Tutor Resource pack available to instructors who adopt this text

� Case examples illustrating CRM in practice

� Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service

Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with eight new chapters.

About the Author

Professor of Management (Marketing and CRM) at the Macquarie Graduate School of Management, Sydney, Australia. Formerly Professor of Relationship Marketing and CRM at Cranfield School of Management and Manchester Business School, UK.

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English below. Ammareal est une librairie professionnelle sp�cialis�e dans le livre d?occasion. Nous exp�dions partout dans le monde. Nous avons plus de 250 000 ouvrages en stock dont un grand nombre de livres techniques et acad�miques. Nous reversons jusqu?� 15% du prix de vente de chaque livre � des organisations caritatives, des biblioth�ques et des associations luttant contre l?illettrisme. Ce que nous ne vendons pas nous le donnons, ce que nous ne donnons pas nous le recyclons. Ammareal is a professional bookseller speciliazed in used books. We ship worldwide. We have more than 250 000 books in stock, including a large number of technical and university-level books. We give back up to 15% of the price of each book to charities, libraries and organizations fighting in favor of literacy. What we do not sell, we give, what we do not give we recycle.

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