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Customer Relationship Management: Concepts and Technologies
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Bibliographic Detail
Publisher Routledge
Publication date April 6, 2015
Pages 400
Binding Paperback
Edition 3 pap/psc
Book category Adult Non-Fiction
ISBN-13 9781138789838
ISBN-10 1138789836
Dimensions 1 by 7.50 by 9.50 in.
Weight 2.10 lbs.
Published in Great Britain
Original list price $79.95
Summaries and Reviews
Amazon.com description: Product Description: 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.
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:

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

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


    Editions
    Hardcover
    Book cover for 9781138789821
     
    With Francis Buttle | 3 edition from Routledge (May 4, 2015)
    9781138789821 | details & prices | 400 pages | 7.50 × 9.75 × 1.00 in. | 2.40 lbs | List price $225.00
    About: 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.
    Paperback
    Book cover for 9781138789838
     
    The price comparison is for this edition
    With Francis Buttle | 3 pap/psc edition from Routledge (April 6, 2015)
    9781138789838 | details & prices | 400 pages | 7.50 × 9.50 × 1.00 in. | 2.10 lbs | List price $79.95
    About: 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.

    Pricing is shown for items sent to or within the U.S., excluding shipping and tax. Please consult the store to determine exact fees. No warranties are made express or implied about the accuracy, timeliness, merit, or value of the information provided. Information subject to change without notice. isbn.nu is not a bookseller, just an information source.