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Customer Relationship Management
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New or Used: 4 copies from $125.00
New or Used: 4 copies from $125.00

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Table of Contents

Part 1: Introduction

Chapter 1: Customer-Supplier Relationships

Chapter 2: Customer Relationship Management

Part 2: Strategy and Organisation

Chapter 3: CRM as an integral business strategy

Chapter 4: The relationship oriented organisation

Part 3: Intelligence

Chapter 5: Customer knowledge strategy

Chapter 6: Customer data management

Chapter 7: Data analyses and datamining

Chapter 8: Segmentation and selections

Chapter 9: Retention and cross-sell analyses

Chapter 10: Management reporting: measuring, learning and optimising

Part 4: Marketing

Chapter 11: The customer proposition

Chapter 12: The relationship policy

Part 5: Channels

Chapter 13: Multi-channel management

Chapter 14: Personal selling

Chapter 15: Online environment

Chapter 16: Contact Centre Management

Part 6: CRM Systems and their implementation

Chapter 17: CRM systems

Chapter 18: Implementation of CRM systems

Chapter 19: The future

Promotional Information

The only comprehensive academic text in English to cover the entire scope of CRM is now fully updated to reflect advances and developments in this continually evolving field.

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