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Customer Relationship Management: Konzepte, Anwendungen und Technologien 5. Auflage
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eBay-Artikelnr.:388718424706
Artikelmerkmale
- Artikelzustand
- ISBN-13
- 9781032247441
- Book Title
- Customer Relationship Management
- ISBN
- 9781032247441
Über dieses Produkt
Product Identifiers
Publisher
Taylor & Francis Group
ISBN-10
1032247444
ISBN-13
9781032247441
eBay Product ID (ePID)
11062256195
Product Key Features
Number of Pages
416 Pages
Publication Name
Customer Relationship Management : concepts, Applications and Technologies
Language
English
Subject
Sales & Selling / Management, Consumer Behavior, Customer Relations, Commerce
Publication Year
2023
Type
Textbook
Subject Area
Business & Economics
Format
Trade Paperback
Dimensions
Item Length
9.7 in
Item Width
7.4 in
Additional Product Features
Edition Number
5
Intended Audience
College Audience
LCCN
2023-018418
Dewey Edition
23
Illustrated
Yes
Dewey Decimal
658.812
Table Of Content
Section A: Understanding Customer Relationships 1. An Introduction to CRM 2. Understanding Customer-Supplier Relationships Section B: Strategic CRM 3. Managing the Customer Journey: Customer Acquisition 4. Managing the Customer Journey: Customer Retention and Development 5. Managing Customer Perceived Value 6. Customer Portfolio Management Section C: Operational CRM 7. Marketing Automation 8. Sales Force Automation 9. Service Automation Section D: Analytical CRM 10. Using CRM-Related Data for Analytics 11. Developing and Managing Customer-Related Databases Section E: Implementing CRM Systems 12. Planning and Organising for CRM 13. Implementing CRM Section F: The Future 14. Current Developments in CRM
Synopsis
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., 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., 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.
LC Classification Number
HF5415.5.B875 2024
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grandeagleretail
98,6% positive Bewertungen•2.8 Mio. Artikel verkauft
Angemeldet als gewerblicher Verkäufer
Verkäuferbewertungen (1'065'143)
Dieser Artikel (1)
Alle Artikel (1'065'143)
- eBay automated feedback- Bewertung vom Käufer.Letzter MonatOrder delivered on time with no issues
- eBay automated feedback- Bewertung vom Käufer.Letzter MonatOrder delivered on time with no issues
- 0***a (706)- Bewertung vom Käufer.Letzter MonatBestätigter KaufThe seller carefully packaged and shipped the book soon after the order. The book arrived in excellent condition. It looks great. A true value for the price!