Customer Relationship Management

Main
Business & Economics - Sales & Marketing
Customer Relationship Management

Customer Relationship Management

Name: Customer Relationship Management
ISBN: 9780750655026

Francis Buttle

0 / 0

0 comments

你有多喜欢这本书？

下载文件的质量如何？

下载该书，以评价其质量

下载文件的质量如何？

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. Accredited lecturers can download this by going to http://books.elsevier.com/manuals?isbn=075065502X to request access. * Integrative structure organized around the author's 'CRM Value Chain' model. * Theoretically sound and managerially relevant - a useful text from both student and practitioner's perspectives. * Standardized chapter contents and features for ease of navigation.

种类:

Business & Economics - Sales & Marketing

年:

2003

出版:

出版社:

Butterworth-Heinemann

语言:

english

页:

379

ISBN 10: