Customer Relationship Management Concept, Strategy, and Tools
This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationshi...
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| Main Author: | |
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| Other Authors: | |
| Format: | Manuscript Book |
| Language: | English |
| Published: |
New York, NY
Springer Berlin Heidelberg
2018
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| Edition: | Third Edition |
| Series: | Springer Texts in Business and Economics
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| Subjects: | |
| Online Access: | Click Here to View Status and Holdings. |
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| 090 | 0 | 0 | |a HF5415.5 |b .K86 2018 |
| 100 | 1 | # | |a Kumar, V. |e author |
| 245 | 1 | 0 | |a Customer Relationship Management |b Concept, Strategy, and Tools |c V. Kumar and Werner Reinatz |
| 250 | # | # | |a Third Edition |
| 264 | # | 1 | |a New York, NY |b Springer Berlin Heidelberg |c 2018 |
| 264 | # | 4 | |c ©2018 |
| 300 | # | # | |a XXV, 411 pages |b illustrations |c 26 cm |
| 336 | # | # | |a text |2 rdacontent |
| 337 | # | # | |a unmediated |2 rdamedia |
| 338 | # | # | |a volume |2 rdacarrier |
| 490 | 1 | # | |a Springer Texts in Business and Economics |
| 504 | # | # | |a Includes bibliograpical references and index |
| 520 | # | # | |a This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title "CRM at Work" all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain. |
| 526 | 0 | # | |b BA234 |5 BM |
| 526 | 0 | # | |b Bachelor of Customer Service Management (Hons) |5 Faculty of Business and Management |
| 650 | # | 0 | |a Customer relations |x Management |
| 650 | # | 0 | |a Customer relations |x Data processing |
| 700 | 1 | # | |a Reinartz, Werner |e co-author |
| 830 | # | 0 | |a Springer Texts in Business and Economics |
| 856 | 4 | 0 | |z Click Here to View Status and Holdings. |u https://opac.uitm.edu.my/opac/detailsPage/detailsHome.jsp?tid=924453 |
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Customer relationship management a databased approach