Items related to Customer Relationship Management
Synopsis
"Customer Relationship Management: Concepts and Tools" is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy, the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Integrative structure is organized around the author's 'CRM Value Chain' model. Theoretically sound and managerially relevant, it is a useful text from both student and practitioner's perspectives. It includes standardized chapter contents and features for ease of navigation.
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About the Author
Founder and principal consultant of Francis Buttle & Associates, Sydney, Australia. Former Professor of Management (Marketing and CRM) at the Macquarie Graduate School of Management, Sydney; Professor of Relationship Marketing and CRM at Cranfield School of Management and Manchester Business School, UK.
"About this title" may belong to another edition of this title.
- PublisherButterworth-Heinemann Ltd
- Publication date2003
- ISBN 10 075065502X
- ISBN 13 9780750655026
- BindingPaperback
- LanguageEnglish
- Number of pages384
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Customer Relationship Management
Seller: WorldofBooks, Goring-By-Sea, WS, United Kingdom
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. Seller Inventory # GOR002233137
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Customer Relationship Management
Published by
Taylor & Francis Group, 2003
ISBN 10: 075065502X
ISBN 13: 9780750655026
Used
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First Edition
Seller: Better World Books Ltd, Dunfermline, United Kingdom
Seller rating 5 out of 5 stars
Condition: Good. 1st Edition. Ships from the UK. Former library book; may include library markings. Used book that is in clean, average condition without any missing pages. Seller Inventory # GRP18525081
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Customer relationship management. Concepts and tools,.
Published by
Amsterdam, Butterworth-Heinemann, 2004
ISBN 10: 075065502X
ISBN 13: 9780750655026
Used
Softcover
Seller: Antiquariat Bookfarm, Löbnitz, Germany
Seller rating 5 out of 5 stars
359 Ex-library book in GOOD condition, some traces of use, with stamp and signature. Ehem. Bibliotheksexemplar mit Stempel und Signatur, ein paar Gebrauchsspuren. 075065502X Sprache: Englisch Gewicht in Gramm: 550. Seller Inventory # 716612
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Customer Relationship Management
Seller: ThriftBooks-Dallas, Dallas, TX, U.S.A.
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Paperback. Condition: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less 1.7. Seller Inventory # G075065502XI4N00
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Customer Relationship Management
Seller: ThriftBooks-Atlanta, AUSTELL, GA, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less 1.7. Seller Inventory # G075065502XI4N00
Quantity: 1 available