Customer relationship management: (Record no. 231)

MARC details
000 -LEADER
fixed length control field 01546nam a22001337a 4500
082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.812
100 ## - MAIN ENTRY--AUTHOR NAME
Personal name Buttle, Francis
245 ## - TITLE STATEMENT
Title Customer relationship management:
Sub Title concepts and technologies
250 ## - EDITION STATEMENT
Edition statement 2nd ed.
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication Jordan Hill, UK :
Name of publisher Elsevier
Year of publication 2009
300 ## - PHYSICAL DESCRIPTION
Number of Pages xix, 500p.
Other physical details 24 cm.
500 ## - GENERAL NOTE
General note This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes: A Tutor Resource pack available to instructors who adopt this text. Case examples illustrating CRM in practice. Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service. Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with eight new chapters.<br/>500 page(s)
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Koha item type BOOKS
Holdings
Withdrawn status Lost status Damaged status Not for loan Home library Current library Date acquired Full call number Accession Number Price effective from Koha item type
        KUWAIT TECHNICAL COLLEGE LIBRARY KUWAIT TECHNICAL COLLEGE LIBRARY 15.10.2017 658.812 2009 00484 15.10.2017 BOOKS