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Customer relationship management :co...

Buttle, Francis.

Customer relationship management :concepts, applications, and technologies /

紀錄類型:	書目-語言資料,印刷品 : 單行本
正題名/作者:	Customer relationship management :/ Daniel D. Prior, Francis Buttle, and Stan Maklan.
其他題名:	concepts, applications, and technologies /
作者:	Prior, Daniel D.
其他作者:	Buttle, Francis.
出版者:	London ;Routledge,c2024.
面頁冊數:	xxv, 345 p. :ill. (chiefly col.) ;25 cm.
標題:	Customer relations - Management. -
ISBN:	9781032280608
ISBN:	9781032247441
ISBN:	9781003295150

Customer relationship management :concepts, applications, and technologies /
Prior, Daniel D.

Customer relationship management :concepts, applications, and technologies /Daniel D. Prior, Francis Buttle, and Stan Maklan. - 5th ed. - London ;Routledge,c2024. - xxv, 345 p. :ill. (chiefly col.) ;25 cm.

Includes bibliographical references and index.

"This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers. Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis and presentation for decision-making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises. A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments. A greater emphasis on managerial applications of CRM through new content to help guide managers. An updated account of new and emerging technologies relevant to CRM. Expanded coverage of customer experience (CX), customer engagement (CE) and customer journey management (CJM). Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor's Manual, chapter-by-chapter PowerPoint slides and a bank of exam questions"--

ISBN: 9781032280608

LCCN: 2023018418Subjects--Topical Terms:

147644
Customer relations
--Management.

LC Class. No.: HF5415.5 / .B875 2024

Dewey Class. No.: 658.8/12

Customer relationship management :concepts, applications, and technologies /
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260 $a London ; $a New York : $b Routledge, $c c2024.
300 $a xxv, 345 p. : $b ill. (chiefly col.) ; $c 25 cm.
504 $a Includes bibliographical references and index.
520 $a "This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers. Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis and presentation for decision-making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises. A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments. A greater emphasis on managerial applications of CRM through new content to help guide managers. An updated account of new and emerging technologies relevant to CRM. Expanded coverage of customer experience (CX), customer engagement (CE) and customer journey management (CJM). Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor's Manual, chapter-by-chapter PowerPoint slides and a bank of exam questions"-- $c Provided by publisher.
650 0 $a Customer relations $x Management. $3 147644
700 1 $a Buttle, Francis. $3 1000157466
700 1 $a Maklan, Stan. $3 1000157467