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Customer relationship management

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❶Firstly, firms are able to customize their offerings for each customer. Voice of the Customer.

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This completely revised edition also includes:. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. Highly recommended for those seeking an unbiased and comprehensive understanding of CRM from strategy to technology. Buy it, read it, and refer to it often to stay on track for a successful CRM endeavor! He shows how CRM technologies in support of a well-tuned customer management strategy can deliver outstanding benefits throughout the customer life-cycle.

Buttle's refreshing treatment of CRM as a core business strategy is destined to become a classic. It combines Professor Buttle's considerable insights with practical examples and provides a step-by-step pragmatic approach to the application of CRM in business. The inclusion of an equally pragmatic understanding of CRM technology is an enhancing feature of the book.

All senior management would benefit from reading it, particularly those who realise that profitable customers are the company's greatest asset and require foolproof guidance to retain them. Because of its sound academic basis, this book is equally beneficial for management students. Can't think of a better guide to increasing your performance and profits. This book belongs on the desk of every company that is serious about CRM. The wealth of information and insight is astonishing.

This book provides a comprehensive and balanced review of Customer Relationship Management. It 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.

Technology is a key attribute of CRM, but this book puts that technology into a managerial and operational context. Although a number of chapters are dedicated to technology issues, and technology is considered throughout the book, the book is not about technology, per se.

Rather it is about how CRM technologies can be used to enhance the achievement of marketing, sales, and service objectives, and support broader organizational goals. To ensure it is both theoretically sound and managerially relevant, the book draws on academic and independent research. Findings from a wide range of academic disciplines contribute to the book, including marketing, sales, customer service, human resources, technology management, strategy, change management, project management, leadership, operations, management accounting, finance, and organisational behaviour.

Supplementing these academic credentials, the book also makes use of research conducted by independent analysts such as Gartner and Forrester, two organizations that conduct leading-edge, state-of-the-art research into CRM and related areas.

The book explains how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development. It is liberally illustrated both with screenshots from CRM software applications, and case illustrations of CRM in practice.

Ideal for use as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is equally valuable for industry professionals. This includes those pursuing professional qualifications or accreditation in marketing, sales or service management, and mid-level to senior managers who are involved in CRM programs and system implementations, whether in a marketing department, the sales force or the service centre.

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Se sei un venditore per questo prodotto, desideri suggerire aggiornamenti tramite il supporto venditore? Ulteriori informazioni su Amazon Prime. This completely revised edition also includes: Recensione "In the second edition of 'Customer Relationship Management: Dalla quarta di copertina This book provides a comprehensive and balanced review of Customer Relationship Management.

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Customer Relationship Management [Ed Peelen] on *FREE* shipping on qualifying offers. Customer Relationship Management examines the entire scope of this subject including strategy, organisation.

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‘Francis Buttle and Stan Maklan’s third edition of Customer Relationship Management is a comprehensive, soup-to-nuts compendium of information and guidance that ought to be a desk reference for every CRM professional in business today, whether you sell products or services, to consumers or businesses.’5/5(2). Find helpful customer reviews and review ratings for Customer Relationship Management at Read honest and unbiased product reviews from .

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Customer Relationship Management: Concept, Strategy, and Tools [V. Kumar, Werner Reinartz] on *FREE* shipping on qualifying offers. Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many /5(2). Online shopping from a great selection at Books Store.