Customer relationship management : concepts and tools

✍ Scribed by Francis Buttle

Publisher: Elsevier Butterworth-Heinemann
Year: 2004
Tongue: English
Leaves: 379
Category: Library

No coin nor oath required. For personal study only.

✦ Synopsis

"The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology."--Jacket.

✦ Table of Contents

Content: Making sense of customer relationship management --
The customer relationship management value chain --
Information technology for customer relationship management --
Customer portfolio analysis --
Customer intimacy --
Creating and managing networks --
Creating value for customers --
Managing the customer lifecycle: customer acquisition --
Managing the customer lifecycle: customer retention and development --
Organizing for customer relationship management.
Abstract: "The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology."--Jacket

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