Customer Relationship Management 5th Edition at Meripustak

Customer Relationship Management 5th Edition

Books from same Author: Prior And Daniel D

Books from same Publisher: T&F/Routledge

Related Category: Author List / Publisher List


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  • General Information  
    Author(s)Prior And Daniel D
    PublisherT&F/Routledge
    Edition5th Edition
    ISBN9781032247441
    Pages372
    BindingPaperback
    LanguageEnglish
    Publish YearJanuary 2024

    Description

    T&F/Routledge Customer Relationship Management 5th Edition by Prior And Daniel D

    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 enterprisesA series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environmentsA greater emphasis on managerial applications of CRM through new content to help guide managersAn updated account of new and emerging technologies relevant to CRMExpanded 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.