000			03270cam a2200409 i 4500
001			18250053
003			OSt
005			20250106104246.0
008			140801s2015 enka b 001 0 eng
010			_a 2014028109
020			_a9781138789821 (hardback)
020			_a9781138789838 (paperback)
020			_z9781315764597 (ebook)
040			_aDLC _beng _cDLC _erda _dDLC
042			_apcc
050	0	0	_aHF5415.5 _b.B875 2015
082	0	0	_a658.8/12 _223
084			_aBUS018000 _aBUS016000 _aBUS043000 _2bisacsh
100	1		_aButtle, Francis.
245	1	0	_aCustomer relationship management : _bconcepts and technologies / _cFrancis Buttle and Stan Maklan.
250			_aThird edition.
264		1	_aLondon ; _aNew York, : _bRoutledge, Taylor & Francis, _c2015.
300			_axxv, 400 pages : _billustrations ; _c26 cm
336			_atext _2rdacontent
337			_aunmediated _2rdamedia
338			_avolume _2rdacarrier
504			_aIncludes bibliographical references and index.
520			_a"This much-anticipated new edition of the bestseller Customer Relationship Management provides a comprehensive and balanced review of CRM, now with substantial revisions responding to the recent changes in CRM practice. The book explains what CRM is, the benefits it delivers, the contexts in which it is used, the technologies that are deployed, and how it can be implemented. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. 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 book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: - Updated instructor support materials online - Full colour interior - Brand new international case illustrations from many industry settings - Substantial revisions throughout, including new content on: o Social media and social CRM o Big data and unstructured data o Recent advances in analytical CRM including next best action solutions o Marketing, sales and service automation o Customer self-service technologies o Making the business case and realising the benefits of investment in CRM Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management"-- _cProvided by publisher.
650		0	_aCustomer relations _xManagement.
650		7	_aBUSINESS & ECONOMICS / Customer Relations. _2bisacsh
650		7	_aBUSINESS & ECONOMICS / Consumer Behavior. _2bisacsh
650		7	_aBUSINESS & ECONOMICS / Marketing / General. _2bisacsh
700	1		_aMaklan, Stan.
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cBK _n0
999			_c8758 _d8758