Customer relationship management, fifth edition : concepts, applications, and technologies

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Customer relationship management, fifth edition : concepts, applications, and technologies

Prior, D. Daniel - Nama Orang - Pengarang Utama; Buttle, Francis - Nama Orang - Pengarang Tambahan; Maklan, Stan - Nama Orang - Pengarang Tambahan;

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 CM 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 lo 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 applicaions of CRM through new content to help guide manager. An updated account of new and emerging technologies relevant to CRM. Expanded coverage of customer experience (CX), customer engagement (CE), and customer journey management (CIM). Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying RM, Sales Management, Customer Experience Management, and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instrucior's Manual, chapter-by-chapter PowerPoint slides, and a bank of exam questions.

Ketersediaan

B00156 658.812 PRI c Prodi Manajemen (Ruang Koleksi Umum) Tersedia

Informasi Detail

Judul Seri: -
No. Panggil: 658.812 PRI c
Penerbit: New York : Routledge., 2024
Deskripsi Fisik: xxv, 337 hlm. : ilus. ; 24 cm
Bahasa: Indonesia
ISBN/ISSN: 978-1-03-224744-1
Klasifikasi: 658.812
Tipe Isi: text
Tipe Media: -
Tipe Pembawa: -
Edisi: Fifth edition
Subjek: Customer relations--Management
Info Detail Spesifik: -
Pernyataan Tanggungjawab: Daniel D. Prior, Francis Buttle, and Stan Maklan

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