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03729cam a2200481 i 4500
001
17140430
005
20240429230233.0
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230615s2024 enka b 001 0 eng
010
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2023018418
020
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9781032280608
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(hardback)
020
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1032280603
020
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9781032247441
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(paperback)
020
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1032247444
020
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9781003295150
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(ebook)
024
8
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40032238129
035
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(DLC) 2023018418
035
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17140430
040
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DLC
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eng
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rda
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DLC
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OCLCF
|d
OCLCO
|d
YDX
042
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pcc
050
0
0
|a
HF5415.5
|b
.B875 2024
090
|a
HF5415.5
|b
.B875X 2024 (LC)
100
1
|a
Prior, Daniel D.,
|e
author.
|0
http://id.loc.gov/authorities/names/n2023036505
245
1
0
|a
Customer relationship management :
|b
concepts, applications and technologies /
|c
Daniel D. Prior, Francis Buttle and Stan Maklan.
250
|a
Fifth edition.
264
1
|a
Abingdon, Oxon ;
|a
New York, NY :
|b
Routledge,
|c
2024.
300
|a
xxv, 345 pages :
|b
illustrations (color) ;
|c
25 cm
336
|a
text
|b
txt
|2
rdacontent
337
|a
unmediated
|b
n
|2
rdamedia
338
|a
volume
|b
nc
|2
rdacarrier
500
|a
Previous edition: 2019.
504
|a
Includes bibliographical references and index.
520
|a
"This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers. Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis and presentation for decision-making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises. A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments. A greater emphasis on managerial applications of CRM through new content to help guide managers. An updated account of new and emerging technologies relevant to CRM. Expanded coverage of customer experience (CX), customer engagement (CE) and customer journey management (CJM). Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor's Manual, chapter-by-chapter PowerPoint slides and a bank of exam questions"--
|c
Provided by publisher.
650
0
|a
Customer relations
|x
Management.
|0
http://id.loc.gov/authorities/subjects/sh2007005453
650
7
|a
Customer relations
|x
Management.
|2
fast
|0
(OCoLC)fst00885539
700
1
|a
Buttle, Francis,
|e
author.
|0
http://id.loc.gov/authorities/names/n97000784
700
1
|a
Maklan, Stan,
|e
author.
|0
http://id.loc.gov/authorities/names/nb97092180
776
0
8
|i
Online version:
|a
Prior, Daniel D.
|t
Customer relationship management
|b
Fifth edition.
|d
Abingdon, Oxon ; New York, NY : Routledge, 2024
|z
9781003295150
|w
(DLC) 2023018419
901
|a
HF5415.5
902
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Marx Library
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MARX Library >> HF5415.5 .B875 2024 (LC)|DELIM|17017213
907
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2024-04-29T13:19:15.000Z
960
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39002137332368
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1
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79.16
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marx
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YBSSSCI151
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240419
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45468
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653421
987
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