Home | Best Seller | FAQ | Contact Us
Browse
Art & Photography
Biographies & Autobiography
Body,Mind & Health
Business & Economics
Children's Book
Computers & Internet
Cooking
Crafts,Hobbies & Gardening
Entertainment
Family & Parenting
History
Horror
Literature & Fiction
Mystery & Detective
Nonfiction
Professional & Technology
Reference
Religion
Romance
Science
Science Fiction & Fantasy
Sports & Outdoors
Travel & Geography
   Book Info

enlarge picture

Customer Relationship Management  
Author: Francis Buttle
ISBN: 075065502X
Format: Handover
Publish Date: June, 2005
 
     
     
   Book Review


Review
"Absolutely the best exposition of Customer Relationship Management. I can't think of a better guide to increasing your performance and profits.

Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing, Kellogg School of Management, USA.


Review
"Absolutely the best exposition of Customer Relationship Management. I can't think of a better guide to increasing your performance and profits.

Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing, Kellogg School of Management, USA.


Book Description
Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management.

The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology.

The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development.

Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships.

An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals?isbn=075065502X to request access.

* Integrative structure organized around the author's 'CRM Value Chain' model.
* Theoretically sound and managerially relevant - a useful text from both student and practitioner's perspectives.
* Standardized chapter contents and features for ease of navigation.




Customer Relationship Management

ANNOTATION

Audience: Marketing students, particularly on relevant MBA options, Masters in marketing; Undergraduates on advanced marketing or general management courses. CIM students at diploma level and members.

FROM THE PUBLISHER

The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology.

SYNOPSIS

Examines the core issues of CRM based around the authors' own CRM Value Chain model

     



Home | Private Policy | Contact Us
@copyright 2001-2005 ReadingBee.com