Text

Customer relationship management. Second Edition

This text gives a well-balanced coverage of strategy and organisation, marketing aspects, analytical CRM, operational CRM, CRM systems and their implementation. It is the only comprehensive academic text to cover the entire scope of CRM from a marketing management angle. It contains case studies and questions at the end of each chapter to test understanding. It has coverage of the strategic, organisational, commercial and technological aspects of CRM. It also contains discussion of buyer-seller relations from a social psychology perspective.

Availability

Detail Information

Series Title

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Call Number

658.812 Pee c

Publisher

England : Pearson Education Limited., 2013

Collation

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Language

English

ISBN/ISSN

9780273774952

Classification

658.81222

Content Type

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Media Type

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Carrier Type

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Edition

Second Edition

Subject(s)

CUSTOMER RELATIONS, CUSTOMER SERVICES

Specific Detail Info

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Statement of Responsibility

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Other version/related

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