Customer relationship management. (2013)

• Record Type: Book
• Further Information: Note: Ed Peelen.
• Other Names: Peelen, Ed; Beltman, Rob
• 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.
• Edition: 2nd edition
• Publisher Details: Harlow : Pearson
• Publication Date: 2013
• Copyright Date: 2014
• Extent: 1 online resource
• Subjects: 658.812; Customer relations -- Management
• Languages: English
• ISBNs: 9780273774976; 0273774972
• Related ISBNs: 9780273774952
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.