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Customer relationship management: concepts and technologies

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This much-anticipated new edition of the bestseller Customer Relationship Management: Concepts and Technologies provides a comprehensive and balanced review of CRM, now completely revised to reflect recent changes in CRM practice. The book explains what CRM is, the benefits it delivers, the contexts in which it is used, the technologies that are deployed, and how it can be implemented.
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 is 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.

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Availability

Detail Information

Series Title

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Call Number

658.8 FRA c

Publisher

New York : Rouledge., 2015

Collation

xxv, 400 p.: ill.

Language

English

ISBN/ISSN

978-1-315-76459-7

Classification

658.8

Content Type

text

Media Type

unmediated

Carrier Type

online resource

Edition

Ed. 3

Subject(s)

Management
Customer Relations

Specific Detail Info

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Statement of Responsibility

Francis Buttle

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