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Customer Relationship Management Concepts and Technologie 3

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ABSTRACT
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

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

E-books/14/BUT/2015

Penerbit

London : publiser., 2015

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

9781315764597

Klasifikasi

NONE

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

3

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

publier

Versi lain/terkait

Lampiran Berkas

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