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  • Ký hiệu PL/XG: 658.812 B9889
    Nhan đề: Customer relationship management :
ISBN 9781138498266
DDC 658.812
Tác giả CN Buttle, Francis
Nhan đề Customer relationship management : concepts and technologies / Francis Buttle, Stan Maklan
Lần xuất bản 4th ed.
Thông tin xuất bản London : Routledge, Taylor & Francis Group, 2019
Mô tả vật lý 468 pages : illustrations ; 25 cm.
Phụ chú Revised edition of the authors' Customer relationship management, 2015
Tóm tắt Customer Relationship Management, Fourth 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
Từ khóa tự do Business strategy
Từ khóa tự do Relationship marketing
Từ khóa tự do Customer relationship management (CRM)
Từ khóa tự do Customer loyalty
Từ khóa tự do Marketing management
Từ khóa tự do Customer experience
Từ khóa tự do Customer data systems
Khoa Khoa Công nghệ Thông tin
Tác giả(bs) CN Maklan, Stan
Địa chỉ Thư Viện Đại học Nguyễn Tất Thành
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245 |aCustomer relationship management : |bconcepts and technologies / |cFrancis Buttle, Stan Maklan
250 |a4th ed.
260 |aLondon : |bRoutledge, Taylor & Francis Group, |c2019
300 |a468 pages : |billustrations ; |c25 cm.
500 |aRevised edition of the authors' Customer relationship management, 2015
520 |aCustomer Relationship Management, Fourth 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
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653 |aRelationship marketing
653 |aCustomer relationship management (CRM)
653 |aCustomer loyalty
653 |aMarketing management
653|aCustomer experience
653|aCustomer data systems
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700 |aMaklan, Stan
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