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Customer Relationship Management

Customer Relationship Management by Francis Buttle
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US$ 51.95
Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management.

The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology.

The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development.

Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships.

An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.
Taylor and Francis; February 2004
384 pages; ISBN 9781136412561
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Title: Customer Relationship Management
Author: Francis Buttle
 
Buy, download and read Customer Relationship Management (eBook) by Francis Buttle today!
ISBNs
0080472435
9780080472430
9780750655026
9781136412523
9781136412561
9781136412578