Items related to Customer Relationship Management: Concepts and Technologies
Synopsis
Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey stages of acquisition, retention and development. Theoretically sound and managerially relevant, the book is liberally illustrated with examples of technology applications that support marketing, sales and service teams as they interact with customers, but assumes no deep technical knowledge on the reader’s part. The book is structured around three core types of CRM – strategic, operational and analytical – and throughout each chapter, case illustrations of CRM in practice and images of CRM software demystify the technicalities.
Ideal as a core textbook for advanced undergraduate and postgraduate students on CRM or related courses such as relationship marketing, digital marketing, customer experience management 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.
NEW TO THIS EDITION:
- New and updated international case illustrations throughout
- New and updated screenshots from CRM applications
- Fully updated to reflect the evolving CRM landscape, including extended coverage of:
- Big data and its influence on CRM
- Artificial intelligence (AI)
- Advances in CRM analytics
- The relationships between CRM and customer experience management
- The role of social media in customer management strategy
- Real-time marketing
- Chatbots and innovative customer self-service
- Privacy and data security
- Updated lecturer support materials online
"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 Professor of Marketing and Technology, Cranfield School of Management, UK and Co-Director of the Cranfield Centre for Strategic Marketing and Sales.
"About this title" may belong to another edition of this title.
- PublisherRoutledge
- Publication date2019
- ISBN 10 1138498254
- ISBN 13 9781138498259
- BindingPaperback
- LanguageEnglish
- Edition number4
- Number of pages468
Search results for Customer Relationship Management: Concepts and Technologies
Stock Image
Customer Relationship Management
Seller: Phatpocket Limited, Waltham Abbey, HERTS, United Kingdom
Seller rating 5 out of 5 stars
Condition: Good. Your purchase helps support Sri Lankan Children's Charity 'The Rainbow Centre'. Ex-library, so some stamps and wear, but in good overall condition. Our donations to The Rainbow Centre have helped provide an education and a safe haven to hundreds of children who live in appalling conditions. Seller Inventory # Z1-C-021-02599
Quantity: 2 available
Seller Image
Customer Relationship Management: Concepts and Technologies
Seller: Maynard & Bradley, Leicester, United Kingdom
Seller rating 5 out of 5 stars
Softcover. Condition: As New. 2019. An excellent copy, clean and very well presented throughout with no significant internal marks or creases, seemingly barely read. Why on Amazon do most sellers not describe their actual book? Buy with confidence and support a genuine Independent Bricks & Mortar Real Bookshop. We are Maynard & Bradley CAMBO & PBFA(now lapsed) members here in Leicester City Centre. Size: 190 x 250 mm. 444. Item Type: Book. Quantity Available: 1. Shipped Weight: 1-2 kilos. Category: Business, Finance & Marketing; Britain/UK; Modern; ISBN: 1138498254. ISBN/EAN: 9781138498259. Inventory No: 35233. Seller Inventory # 35233
Quantity: 1 available
Stock Image
Customer Relationship Management: Concepts and Technologies
Seller: Mispah books, Redhill, SURRE, United Kingdom
Seller rating 4 out of 5 stars
Paperback. Condition: New. New. book. Seller Inventory # ERICA80011384982546
Quantity: 1 available
Stock Image
Customer Relationship Management: Concepts and Technologies
Published by
Taylor & Francis Ltd, United Kingdom, London, 2019
ISBN 10: 1138498254
ISBN 13: 9781138498259
Used
Paperback
Seller: WorldofBooks, Goring-By-Sea, WS, United Kingdom
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey stages of acquisition, retention and development. Theoretically sound and managerially relevant, the book is liberally illustrated with examples of technology applications that support marketing, sales and service teams as they interact with customers, but assumes no deep technical knowledge on the readers part. The book is structured around three core types of CRM strategic, operational and analytical and throughout each chapter, case illustrations of CRM in practice and images of CRM software demystify the technicalities. Ideal as a core textbook for advanced undergraduate and postgraduate students on CRM or related courses such as relationship marketing, digital marketing, customer experience management 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. NEW TO THIS EDITION: New and updated international case illustrations throughout New and updated screenshots from CRM applications Fully updated to reflect the evolving CRM landscape, including extended coverage of: Big data and its influence on CRM Artificial intelligence (AI) Advances in CRM analytics The relationships between CRM and customer experience management The role of social media in customer management strategy Real-time marketing Chatbots and innovative customer self-service Privacy and data security Updated lecturer support materials online. 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 # GOR011006838
Quantity: 3 available
Stock Image
Customer Relationship Management: Concepts and Technologies
Seller: Revaluation Books, Exeter, United Kingdom
Seller rating 5 out of 5 stars
Paperback. Condition: Brand New. 4th new edition. 448 pages. 9.75x7.50x1.00 inches. In Stock. Seller Inventory # zk1138498254
Quantity: 1 available
Seller Image
Customer Relationship Management
Seller: Goodbookscafe, Macon, GA, U.S.A.
Seller rating 5 out of 5 stars
Condition: good. Used may have minimal highlights, annotations, creases, curled corners, writing on some pages, discoloration, dust from shelves, may need batteries. Seller Inventory # MGV.1138498254.G
Quantity: 1 available
Stock Image
Customer Relationship Management
Seller: SGS Trading Inc, Franklin Lakes, NJ, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Good. Textbook, May Have Highlights, Notes and/or Underlining, BOOK ONLYNO ACCESS CODE, NO CD, Ships with Emailed Tracking. Seller Inventory # SKU0469705
Quantity: 2 available