Customer Relationship Management : Concepts and Technologies (4th Ed)

Customer Relationship Management : Concepts and Technologies (4th Ed) Authors: Francis Buttle , By (author) Stan Maklan Format Paperback | 444 pages Dimensions 191 x 248 x 25.4mm | 962g Publication date 17 May 2019 Publisher Taylor Francis Ltd Imprint ROUTLEDGE Publication City/Country London, United Kingdom Language English Edition New edition Edition Statement 4th New edition Illustrations note 60 Line drawings, color; 42 Halftones, color; 44 Tables, color; 102 Illustrations, color ISBN10 1138498254 ISBN13 9781138498259 Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey stages of acquisition, retention and development. Theoretically sound and managerially relevant, the book is liberally illustrated with examples of technology applications that support marketing, sales and service teams as they interact with customers, but assumes no deep technical knowledge on the reader's part. The book is structured around three core types of CRM - strategic, operational and analytical - and throughout each chapter, case illustrations of CRM in practice and images of CRM software demystify the technicalities. Ideal as a core textbook for advanced undergraduate and postgraduate students on CRM or related courses such as relationship marketing, digital marketing, customer experience management 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. Achtung: # Original Book (100% Guaranteed) # Cover Berdasarkan Stock Yang Tersedia (Terkadang, ada perbedaan cover yang terdisplay dengan stock yang tersedia)