000			03352nam a22004578i 4500
001			41668
003			AE-DuAU
005			20241127175146.0
008			140801s2015 enk b 001 0 eng
010			_a 2014028109
020			_a9781138789838 (pbk.) : _c71.95
020			_a1138789836 (pbk.) : _c71.95
040			_aDLC _beng _erda _cDLC
042			_apcc
050	0	0	_aHF5415.5 _b.B875 2015
069			_a09347041
090			_aHF 5415.5 .B875 2015
090			_aHF 5415.5 .B875 2015
100	1		_aButtle, Francis. _9105689
245	1	0	_aCustomer relationship management : _bconcepts and technologies / _cFrancis Buttle and Stan Maklan.
250			_aThird edition.
260		1	_aAbingdon, Oxon ; _aNew York, NY : _bRoutledge, _c2015.
263			_a1503
300			_a400 pages ; 26 cm.
336			_2rdacontent _atext _btxt
337			_2rdamedia _aunmediated _bn
338			_2rdacarrier _avolume _bnc
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.
504			_aIncludes bibliographical references and index.
650		0	_aCustomer relations _xManagement. _9105690
650		7	_aBUSINESS & ECONOMICS / Customer Relations. _2bisacsh _9105692
650		7	_aBUSINESS & ECONOMICS / Consumer Behavior. _2bisacsh _9105693
650		7	_aBUSINESS & ECONOMICS / Marketing / General. _2bisacsh _9105696
700	1		_aMaklan, Stan. _9105697
852	1		_9P71.95usd
907			_a41668 _b06-01-15 _c05-25-15
942			_cBOOK _00
998			_aaudmc _b05-25-15 _cm _da _e- _feng _genk _h0
945			_g0 _i5128079 _j0 _laudmc _o- _p265.00 _q- _r- _s- _t1 _u0 _v0 _w0 _x0 _yi15699201 _z05-25-15
999			_c41668 _d41668