000			01546nam a22001337a 4500
082			_a658.812
100			_aButtle, Francis
245			_aCustomer relationship management: _bconcepts and technologies
250			_a2nd ed.
260			_aJordan Hill, UK : _bElsevier _c2009
300			_axix, 500p. _b24 cm.
500			_aThis 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. 500 page(s)
942			_cBOOKS
999			_c231 _d231