【2015新书】Customer Relationship Management: Concepts and Technologies

Book 图书名称：Customer Relationship Management: Concepts and Technologies
Author 作者：Francis Buttle, Stan Maklan
Publisher 出版社： Routledge
Page 页数：424
Publishing Date 出版时间：Mar 22, 2015
Language 语言：English
Size 大小： 6 MB
Format 格式：pdf文字版
ISBN:978-1138789838 ISBN-10: 1138789836
Edition: 第3版搜索过论坛，没有该文档

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

Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.

== Table of contents ==
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