Maklan Stan (Cranfield University Uk)
Maklan Stan (Cranfield University Uk) - Customer Relationship Management Concepts Applications And Technologies - Paperback
Maklan Stan (Cranfield University Uk) - Customer Relationship Management Concepts Applications And Technologies - Paperback
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Binding: Paperback
Description: 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 Power Point slides and a bank of exam questions.
Title: Customer Relationship Management Concepts Applications And Technologies
Author(s): Maklan Stan (Cranfield University Uk)
Publisher: Taylor & Francis Ltd
Barcode: 9781032247441
Pages: 346 Pages, 36 Tables, Black And White; 58 Line Drawings, Color; 6 Halftones, Color; 64 Illustrations
Publication Date: 1/23/2024
Category: Computer Science
Description: 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 Power Point slides and a bank of exam questions.
Title: Customer Relationship Management Concepts Applications And Technologies
Author(s): Maklan Stan (Cranfield University Uk)
Publisher: Taylor & Francis Ltd
Barcode: 9781032247441
Pages: 346 Pages, 36 Tables, Black And White; 58 Line Drawings, Color; 6 Halftones, Color; 64 Illustrations
Publication Date: 1/23/2024
Category: Computer Science
