9781138789821-1138789828-Customer Relationship Management: Concepts and Technologies

Customer Relationship Management: Concepts and Technologies

ISBN-13: 9781138789821
ISBN-10: 1138789828
Edition: 3rd Revised ed.
Author: Francis Buttle, Stan Maklan
Publication date: 2015
Publisher: Routledge
Format: Hardcover 426 pages
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Book details

ISBN-13: 9781138789821
ISBN-10: 1138789828
Edition: 3rd Revised ed.
Author: Francis Buttle, Stan Maklan
Publication date: 2015
Publisher: Routledge
Format: Hardcover 426 pages

Summary

Customer Relationship Management: Concepts and Technologies (ISBN-13: 9781138789821 and ISBN-10: 1138789828), written by authors Francis Buttle, Stan Maklan, was published by Routledge in 2015. With an overall rating of 4.1 stars, it's a notable title among other books. You can easily purchase or rent Customer Relationship Management: Concepts and Technologies (Hardcover) from BooksRun, along with many other new and used books and textbooks. And, if you're looking to sell your copy, our current buyback offer is $0.47.

Description

Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies.

Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice.

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 CRM
    • Big data and unstructured data
    • Recent advances in analytical CRM including next best action solutions
    • Marketing, sales and service automation
    • Customer self-service technologies
    • Making the business case and realising the benefits of investment in CRM

Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.

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