Customer Relationship Management

Francis Buttle, Stan Maklan

ISBN 10: 1856175227 / ISBN 13: 9781856175227

Published by ROUTLEDGE, 2008

About this Item

Buone condizioni: Libro che è già stato letto ma è in buone condizioni. Mostra piccolissimi danni alla copertina incluse alcune rigature, ma nessun foro o strappo. È possibile che la sovraccoperta per le copertine rigide non sia inclusa. La rilegatura presenta minimi segni di usura. La maggior parte delle pagine non è danneggiata e mostra una quantità minima di piegature o strappi, sottolineature di testo a matita, nessuna evidenziazione di testo né scritte ai margini. Non ci sono pagine mancanti.

Seller Inventory # 9781856175227-U

Bibliographic Details

• Title: Customer Relationship Management
• Publisher: ROUTLEDGE
• Publication Date: 2008
• Language: English
• ISBN 10: 1856175227
• ISBN 13: 9781856175227
• Binding: PAPERBACK
• Edition: 2nd Edition
• Condition: used_good
• Dust Jacket Condition: used_good
• Book Type: Libri
• Seller catalogs:
  • Usato
  • Generale

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.