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Customer Relationship Management: Concepts and Technologies (3rd Edition)

Download Customer Relationship Management: Concepts and Technologies (3rd Edition) written by Francis Buttle, Stan Maklan in PDF format. This book is under the category Business and bearing the isbn/isbn13 number 1138789828/9781138789821. You may reffer the table below for additional details of the book.

$19.99

Specifications

book-author

Francis Buttle, Stan Maklan

publisher

Routledge; 3rd edition

file-type

PDF

pages

426 pages

language

English

asin

B015CLOMOG

isbn10

1138789828

isbn13

9781138789821


Book Description

Customer Relationship Management Concepts and Technologies 3rd Edition is a much-anticipated update of a bestselling ebook; including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The PDF ebook introduces the concept of CRM; how and why it can be used; explains its benefits; the technologies that are deployed; and how to implement it; providing you with a guide to every aspect of Customer Relationship Management in your business or your studies.

Both theoretically sound and managerially relevant; the ebook draws on independent and academic research from a wide range of disciplines including HR; IS; project management; finance; strategy and more. The authors 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 ebook is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice.

New To This Customer Relationship Management 3rd Edition:

    • Full colour interior
    • Updated instructor support materials online
    • 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 etextbook by students on Customer Relationship Management or related courses such as database marketing; relationship marketing; or key account management; the PDF ebook is also essential to industry professionals; managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing; sales or service management.

book-author

Francis Buttle, Stan Maklan

publisher

Routledge; 3rd edition

file-type

PDF

pages

426 pages

language

English

asin

B015CLOMOG

isbn10

1138789828

isbn13

9781138789821

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