Customer Relationship Management
73 ratings by Goodreads
Language: English
Published by Taylor & Francis Group, 2015
- Softcover
- New
Seller: Majestic Books, Hounslow, United KingdomMajestic Books
4-star seller
AbeBooks seller since January 19, 2007
Softcover
Condition: New
US$ 38.27
US$ 8.70 shipping
Ships from United Kingdom to U.S.A.
Quantity: 1 available
Add to basketFree 30-day returns
Item description from seller
pp. 522.
Seller Inventory # 95287051
- Title
- Customer Relationship Management
- Author
- Maklan Stan Buttle Francis
- Publisher
- Taylor & Francis Group
- Publication year
- 2015
- Condition
- New
- Binding
- Soft cover
- Language
- English
- ISBN 10
- 1138789836
- ISBN 13
- 9781138789838
- Edition
- 3rd Edition
This much-anticipated new edition of the bestseller Customer Relationship Management: Concepts and Technologies provides a comprehensive and balanced review of CRM, now completely revised to reflect recent changes in CRM practice. The book explains what CRM is, the benefits it delivers, the contexts in which it is used, the technologies that are deployed, and how it can be implemented.
Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM is used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice.
NEW TO THIS EDITION:
o Social media and social CRM
o Big data and unstructured data
o Recent advances in analytical CRM including next best action solutions
o Marketing, sales and service automation
o Customer self-service technologies
o Making the business case and realising the benefits of investment in CRM
Ideal as a core textbook for students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.
Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM is used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice.
NEW TO THIS EDITION:
- Updated instructor support materials online
- Full colour interior
- Brand new international case illustrations from many industry settings
- Substantial revisions throughout, including new content on:
o Social media and social CRM
o Big data and unstructured data
o Recent advances in analytical CRM including next best action solutions
o Marketing, sales and service automation
o Customer self-service technologies
o Making the business case and realising the benefits of investment in CRM
Ideal as a core textbook for students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.
"Synopsis" may belong to another edition of this title.
About the Author
Francis Buttle, BSc, MA, PhD is founder and principal consultant of Francis Buttle & Associates, and Honorary Adjunct Professor at Macquarie Graduate School of Management, Sydney, Australia
Stan Maklan, BSc, MBA, PhD is a Reader in Strategic Marketing, Cranfield School of Management, UK
Stan Maklan, BSc, MBA, PhD is a Reader in Strategic Marketing, Cranfield School of Management, UK
"About the title" may belong to another edition of this title.
Majestic Books
Hounslow, United Kingdom
4-star seller
AbeBooks seller since January 19, 2007
Shipping rates from United Kingdom to U.S.A.
| Item | 14 to 45 business days | 5 to 10 business days |
|---|---|---|
| First item | US$ 8.70 | US$ 13.19 |
Payment methods
Store description
We specialise in General Interest Books from South Asian countries.
Specialty
Art, Economics, Buddhism, Religion, Sociology, PaintingSeller's business information
BOOKS AND PERIODICALS AGENCY LTD
90 Barnet Gate Lane
Barnet, United Kingdom EN5 2AX
Terms of sale
Returns accepted if you are not satisfied with the Service or Book.
Shipping terms
Best packaging and fast delivery