Librarian View
LEADER 02998cam a22003738i 4500
001
991008191061807546
005
20240229153502.0
008
230615s2024 enka b 001 0 eng d
010
a| 2023018419
020
z| 9781003295150
q| (ebook)
020
z| 9781032280608
q| (hardback)
020
a| 9781032247441
q| (paperback)
040
a| DLC
b| eng
c| DLC
e| rda
d| HK-SYU
042
a| pcc
050
4
a| HF5415.5
b| .B88 2024
082
0
0
a| 658.8/12
2| 23/eng/20230705
092
0
a| 658.812
b| BUT 2024
100
1
a| Buttle, Francis,
e| author.
245
1
0
a| Customer relationship management :
b| concepts, applications and technologies /
c| Daniel Prior, Francis Buttle and Stan Maklan.
250
a| Fifth edition.
263
a| 2309
264
1
a| Abingdon, Oxon :
b| Routledge,
c| 2024.
300
a| xxv, 345 pages :
b| color illustrations ;
c| 25 cm
336
a| text
b| txt
2| rdacontent
337
a| unmediated
b| n
2| rdamedia
338
a| volume
b| nc
2| rdacarrier
504
a| Includes bibliographical references and index.
520
a| "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 CRM 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 to 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 applications of CRM through new content to help guide managers. An updated account of new and emerging technologies relevant to CRM. Expanded coverage of customer experience (CX), customer engagement (CE) and customer journey management (CJM). Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor's Manual, chapter-by-chapter PowerPoint slides and a bank of exam questions"--
c| Provided by publisher.
650
0
a| Customer relations
x| Management.
700
1
a| Prior, Daniel D.,
e| author.
700
1
a| Maklan, Stan,
e| author.
910
a| nlw
b| wlc
c| wsl
998
a| book
b| 29-02-24
945
h| Supplement
l| location
i| barcode
y| id
f| bookplate
a| callnoa
b| callnob
n| BUS240