Revised edition of the authors' Customer relationship management, 2015.
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: Social media and social ...
It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading.
With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer.
This book succinctly explains the cardinal principles of effective customer relationship management (CRM) _acquiring, retaining and expanding customer base.
With strategies both for one-to-one marketing and for mass customization, this critical handbook offers information for today’s ever-adapting business environment.
This text is a manager's guide to making the most of CRM techniques for enhancing customer service, sales force effectiveness and marketing strategy.
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 .
This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today.
This text gives a well-balanced coverage of strategy and organisation, marketing aspects, analytical CRM, operational CRM, CRM systems and their implementation.
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