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Buttle, Francis

Customer relationship management: concepts and technologies - 2nd - New Delhi Routledge 2011 - xix, 500 p.

Table of Contents:
TABLE OF CONTENTS
chapter 1|22 pages
Introduction to customer relationship management
chapter 2|34 pages
Understanding relationships
chapter 3|31 pages
Planning and implementing customer relationship management projects
chapter 4|28 pages
Developing, managing and using customer-related databases
chapter 5|38 pages
Customer portfolio management
chapter 6|21 pages
Customer relationship management and customer experience
chapter 7|38 pages
Creating value for customers
chapter 8|29 pages
Managing the customer lifecycle: customer acquisition
chapter 9|35 pages
Managing the customer lifecycle: customer retention and development
chapter 10|18 pages
Managing networks for customer relationship management performance
chapter 11|31 pages
Managing supplier and partner relationships
chapter 12|18 pages
Managing investor and employee relationships
chapter 13|29 pages
Information technology for customer relationship management
chapter 14|18 pages
Sales-force automation
chapter 15|28 pages
Marketing automation
chapter 16|19 pages
Service automation
chapter 17|20 pages
Organizational issues and customer relationship management
[https://www.taylorfrancis.com/books/mono/10.4324/9780080949611/customer-relationship-management-francis-buttle?context=ubx&refId=2b7bf613-7340-4793-834c-e7d16a9d93b3]



ISBN: 9788131219850

Subjects--Topical Terms:
Customer relations-Management
Relationship marketing
Customer services-management

Dewey Class. No.: 658.812 / BUT