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

Download Customer Relationship Management: Concepts and Technologies (4th Edition) written by Francis Buttle, Stan Maklan in PDF format. This book is under the category Management and bearing the isbn/isbn13 number 1138498262; 1138498254;1351016539/9781138498266/ 9781138498259/ 9781351016537. You may reffer the table below for additional details of the book.


SKU: b0f2ad44d26e Category: Tags: , ,



Francis Buttle, Stan Maklan






468 pages






1138498262; 1138498254;1351016539


9781138498266/ 9781138498259/ 9781351016537

Book Description

Customer Relationship Management; 4th Edition; (PDF) continues to be the go-to CRM information explaining with unmatched readability what CRM is; its makes use of; benefits; and implementation. Maklan and Buttle take a managerial perspective to trace the a part of CRM all through the shopper journey phases of acquisition; retention; and improvement. Theoretically sound and managerially related; the ebook is generously illustrated with examples of know-how purposes that assist gross sales; advertising; and service groups as they convey with clients; however supposes no deep technical data on the reader’s half. The ebook is structured round three most important sorts of CRM – operational; strategic; and analytical – and all through each chapter; case illustrations of CRM in apply and photographs of CRM software program make clear the technicalities.

Ideal as a primary textbook for superior undergraduate and postgraduate college students on CRM or related programs resembling digital advertising; relationship advertising; buyer expertise administration; or key account administration; the ebook is equally priceless to trade professionals; managers engaged in CRM applications; and these following skilled {qualifications} or accreditation in gross sales; advertising; or service administration.

New to this new 4th edition:

    • New and newest screenshots from CRM purposes

    • New and newest worldwide case illustrations all through

    • Completely up to date to point out the evolving CRM panorama; together with prolonged protection of:

      • Real-time advertising
      • Artificial intelligence (AI)
      • Privacy and information safety.
      • Advances in CRM analytics
      • Big information and its affect on CRM
      • Updated lecturer assist supplies on-line.
      • Chatbots and progressive buyer self-service
      • The duty of social media in buyer administration technique
      • The relationships between CRM and buyer expertise administration

NOTE: The product solely consists of the ebook Customer Relationship Management; 4th Edition; in PDF. No access codes are included.


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