Customer Relationship Management
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Customer Relationship Management
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Author : Francis Buttle
language : en
Publisher: Routledge
Release Date : 2008-10-23
Customer Relationship Management written by Francis Buttle and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-10-23 with Business & Economics categories.
This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes: · A Tutor Resource pack available to instructors who adopt this text · Case examples illustrating CRM in practice · Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Student readers will enjoy the logical structure, easy accessibility and case illustrations. 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. This second edition has been completely revised and updated with eight new chapters.
Customer Relationship Management
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Author : V. Kumar
language : en
Publisher: Springer Science & Business Media
Release Date : 2012-04-30
Customer Relationship Management written by V. Kumar and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-04-30 with Business & Economics categories.
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 disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM.
Customer Relationship Management
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Author : Daniel D. Prior
language : en
Publisher: Taylor & Francis
Release Date : 2024-01-23
Customer Relationship Management written by Daniel D. Prior and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-01-23 with Business & Economics categories.
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.
Customer Relationship Management
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Author : Lakshman Jha
language : en
Publisher: Global India Publications
Release Date : 2008
Customer Relationship Management written by Lakshman Jha and has been published by Global India Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Business & Economics categories.
A managers, whether brand-new to their postions or well established in the corporate hirearchy, can use a little brushing-up now and then. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one today's hottest topics. Customer relationships management: A strategic approach supplies easy-to-apply sloutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective and how to create and manage both short-and long -term relationships.This book acquaints student focuses on the strategic side of customer relationship management.The text provides students with and understanding of customer relationship management and its applications in the business fields of marketing and sales.
Customer Relationship Management
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Author : Graham Roberts-Phelps
language : en
Publisher: Thorogood
Release Date : 2001
Customer Relationship Management written by Graham Roberts-Phelps and has been published by Thorogood this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
Every customer is an individual with a choice. The role of Customer Relationship Management (CRM) is to ensure that each first-time buyer becomes an ongoing client, and every client a self-perpetuating advocate of your business. This book explains the elements of CRM and how to establish an integrated customer relationship-oriented approach in your organisation. How, in a word, to become a business where every customer's need is not just provided for but anticipated.
Customer Relationship Management
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Author : S. SHANMUGASUNDARAM
language : en
Publisher: PHI Learning Pvt. Ltd.
Release Date : 2008-04-15
Customer Relationship Management written by S. SHANMUGASUNDARAM and has been published by PHI Learning Pvt. Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-15 with Business & Economics categories.
Customer Relationship Management (CRM) is a modern approach to marketing. It focuses on the individual consumer. Customer is the ‘king’, therefore, the products and services have to be offered in such a way that they suit the needs and preferences of the customer. This comprehensive and easy-to-read text deals with the formulation of methodologies and tools that help business organizations to manage critical customer relationships by supporting all customer-centric processes within an enterprise, including marketing, sales and customer support. In addition, the book emphasizes managing opportunity for optimum productivity, coordinating the specialized activities of multi-functional teams, developing and retaining corporate knowledge and completing complex multi-step processes in a timely and efficient manner. This text is intended for the students of masters in business administration (MBA) and those pursuing postgraduate diploma in marketing management (PGDMM). Besides, the book should prove to be a useful reference for marketing professionals. KEY FEATURES Covers various dimensions of CRM with several case studies. Includes the modern concept—e-CRM. Incorporates deep study of research oriented topics.
Customer Relationship Management
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Author : Judith W. Kincaid
language : en
Publisher: Prentice Hall Professional
Release Date : 2003
Customer Relationship Management written by Judith W. Kincaid and has been published by Prentice Hall Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.
Customer Relationship Management
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Author : Francis Buttle
language : en
Publisher: Routledge
Release Date : 2015-02-11
Customer Relationship Management written by Francis Buttle and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-02-11 with Business & Economics categories.
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.
Customer Relationship Management
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Author : Simon Knox
language : en
Publisher: Routledge
Release Date : 2007-06-01
Customer Relationship Management written by Simon Knox and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-06-01 with Business & Economics categories.
Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme. The book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment - with 16 best practice case studies which set the universal theory in a specific practical context. These feature a range of companies, including Orange, Brittania, Homebase, Canada Life, Sun Microsystems, Natwest, Sears, Roebuck & Co., Nortel Networks and Siemens. The book concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM. Customer Relationship Management is a vital instrument for anyone who needs to know how to develop and measure effective CRM within an organization. It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading.
Customer Relationship Management
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Author : EC-Council
language : en
Publisher: OSB Publisher Pte
Release Date : 2003
Customer Relationship Management written by EC-Council and has been published by OSB Publisher Pte this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
The relationship between suppliers, technology, and customers is explained in this guide to customer relationship management. Advice is provided on how to acquire and retain customers by leveraging the latest advanced technologies and how to maintain a customer service support center in an e-business environment. Customer lifecycle management and lifetime value, customer strategy, and building a business case for customer relationship management are discussed. This book will prepare managers for the EC-Council CRM exam 212-16.