Customer relationship management : concepts and tools
by
Buttle, Francis.
Title
:
Customer relationship management : concepts and tools
Author
:
Buttle, Francis.
ISBN
:
9780750655026
Personal Author
:
Buttle, Francis.
Publication Information
:
Amsterdam ; London : Elsevier Butterworth-Heinemann, 2004.
Physical Description
:
xviii, 359 pages : illustrations ; 25 cm
Contents
:
Making sense of customer relationship management -- The customer relationship management value chain -- Information technology for customer relationship management -- Customer portfolio analysis -- Customer intimacy -- Creating and managing networks -- Creating value for customers -- Managing the customer lifecycle: customer acquisition -- Managing the customer lifecycle: customer retention and development -- Organizing for customer relationship management.
Abstract
:
"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."--Jacket.
Subject Term
:
Customer relations -- Management.
Usagers -- Gestion.
Customer relations -- Management. (OCoLC)fst00885539
Klantgerichtheid.
Klantenservice.
ICT.
Beziehungsmanagement.
Kundenmanagement.
| Library | Material Type | Item Barcode | Shelf Number | Copy |
|---|
| IIEMSA | General Books | 33168015743772 | 658.812 B988C 2004 | 1 |
| RC Pretoria CBD | General Books | 000030189 | 658.812 BUT | 1 |
| RC Pretoria CBD | General Books | 000030781 | 658.812 BUT | 2 |