Customer Relationship Management and Customer Service - Softcover

Softcover

ISBN 10: 0702161241 ISBN 13: 9780702161247

Publisher: Juta Legal and Academic Publishers, 2007

Synopsis

Customer relations management (CRM) is about maintaining long-term customer relationships. This book looks at creating and managing customer relationships and how relationship marketing, applied throughout any organization, can create new value to build the organization for the long term. In order to achieve CRM, companies need to focus on customer retention, a high customer commitment and a long-term perspective. The book examines the changes in the practice of marketing and the solutions offered by relationship marketing. It also analyzes the profound impact of technology and how it enables the business to focus on individual customers.

About this title

Synopsis

Customer relationship management (CRM) is about maintaining long-term customer relationships. In this title the authors look at creating and managing customer relationships and how relationship marketing, applied throughout any organisation, can create new value to build the organisation for the long term. In order to achieve CRM, companies need to focus on customer retention, a high customer commitment and a long-term perspective. The focus is on the changes in the practice of marketing, and the solutions offered by relationship marketing, and the profound impact of technology u how technology enables the business to build relationships with individual customers.

Edition details

• Publisher: Juta Legal and Academic Publishers
• Publication date: 2007
• Language: English
• ISBN 10: 0702161241
• ISBN 13: 9780702161247
• Binding: Paperback
• Number of pages: 204
• Editor: Brink Annekie, Berndt Adele