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Customer Relationship Management: Concepts and Technologies

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About this item

Important Made in USA Origin Disclaimer: For certain items sold by Walmart on Walmart.com, the displayed country of origin information may not be accurate or consistent with manufacturer information. For updated, accurate country of origin data, it is recommended that you rely on product packaging or manufacturer information.

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.

Specifications

Number of Pages: 500
Number in Series: 1
Original Languages: English
Author: Buttle, Francis
Publisher: Taylor & Francis
Publication Date: October, 2008
ISBN-13: 9781856175227
Assembled Product Dimensions (L x W x H): 7.50 x 9.50 x 1.25 Inches
ISBN-10: 1856175227
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