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Customer relationship management : concepts and tools

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and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships

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Availability

Detail Information

Series Title

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Call Number

[KOM-LIB-143]

Publisher

Amsterdam ; London : Elsevier Butterworth-Heinemann., 2004

Collation

xviii, 359 p. ill. ; 25 cm.

Language

English

ISBN/ISSN

9780080472430

Classification

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Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

Customer relations -- Management.

Specific Detail Info

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Statement of Responsibility

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