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Author:   Ed Peelen ,  Rob Beltman
Publisher:   Pearson Education Limited
Imprint:   Pearson Education Limited
Edition:   2nd edition
Dimensions:   Width: 19.10cm , Height: 2.30cm , Length: 24.90cm
Weight:   0.828kg
ISBN:  

9780273774952

ISBN 10:   0273774956
Pages:   440
Publication Date:   24 September 2013
Audience:   College/higher education ,  Professional and scholarly ,  Tertiary & Higher Education ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   Available To Order  
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Table of Contents

Part 1: Introduction Chapter 1: Customer-Supplier Relationships Chapter 2: Customer Relationship Management   Part 2: Strategy and Organisation Chapter 3: CRM as an integral business strategy Chapter 4: The relationship oriented organisation   Part 3: Intelligence Chapter 5: Customer knowledge strategy Chapter 6: Customer data management Chapter 7: Data analyses and datamining Chapter 8: Segmentation and selections Chapter 9: Retention and cross-sell analyses Chapter 10: Management reporting: measuring, learning and optimising   Part 4: Marketing Chapter 11: The customer proposition Chapter 12: The relationship policy   Part 5: Channels Chapter 13: Multi-channel management Chapter 14: Personal selling Chapter 15: Online environment Chapter 16: Contact Centre Management   Part 6: CRM Systems and their implementation Chapter 17: CRM systems Chapter 18: Implementation of CRM systems Chapter 19: The future

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