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Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required. To get the free app, enter your mobile phone number. Would you like to tell us about a lower price? If you are a seller for this product, would you like to suggest updates through seller support? Praise for the previous edition: I can't think of a better guide to increasing your performance and profits. Who should companies serve? How can they get to know these customers better?

And what value should be offered to these customers. This book embraces both the theoretical background and the practical implementation of CRM strategy.

It is also cross-functional - comprising elements of marketing, accounting, human resources, information technology and strategic management - to ensure that it provides a comprehensive and fully developed introductory text which is equally relevant for students and practitioners of CRM. There is a Tutor Resource pack available to lecturers who adopt this text.

It is theoretically sound and managerially relevant - a useful text from both student and practitioner's perspectives.

It contains standardized chapter contents and features for ease of navigation. Learn more about Amazon Prime. This completely revised edition also includes: Read more Read less. Shop the Books Outlet. Discover some great deals on top titles. Here's how terms and conditions apply. Customers who viewed this item also viewed. Page 1 of 1 Start over Page 1 of 1. The Customer Experience Book: How to design, measure and improve customer experience in your business.

Customers who bought this item also bought. Sponsored products related to this item What's this? Making Mergers and Acquisitions Work: How to Get a Lasting Market Edge. The Secrets of Highly Successful Groups. See all free Kindle reading apps.

Routledge; 2 edition 27 Aug. Review Praise for the previous edition: See all Product description. What other items do customers buy after viewing this item? Share your thoughts with other customers. Write a customer review. There was a problem filtering reviews right now.

Please try again later. This is a solid readable reasonably well-balanced account of the CRM concepts, and probably the most recently published textbook on CRM Sadly it has advanced only a little over where we were at the beginning of the century.

It's got almost no inclusion on the online space, websites, social media and Web 2. However you can address that by getting a specialist book on the side. Try something like Chaffey and his partners' book on Internet Marketing There are also few in-depth case studies, although there are plenty of short snippets. Like other CRM books it is weak on the brand, both the perspective of brand building and alignment with the brand, and also fails to consider integration with IMC.

Those are the caveats, and they should be understood in the context that there is no perfect book on CRM. Although it has not advanced much over where we were 6 to 8 years ago, what it does cover it covers reasonably well, and also describes a number of the key models that have been developed and reflects their learning.

As the subtitle suggests, it focuses on the ideas and technologies involved in CRM. It has a sensible if basic section on creating value for customers and covers customer service and the customer life cycle. It also focuses on the profitability of customers, covering segmentation from the perspective of customer portfolio management, which takes more of a financial than attitudes or needs-based approach, an area that could be improved.

It does address and mention such interesting subjects albeit briefly as activity based costing. This book blends together theory and practice to achieve a thorough discussion of CRM, thus helping the reader to answer questions such as "What should our business strategy be? The book kept me on track and prevented me from operational pitfalls.

What should our business strategy be? How do we translate the CRM business strategy into marketing? Want to gain a comprehensive understanding of CRM? It addresses the strategic, organisational, commercial and technological aspects of CRM.

It also discusses buyer-seller relations from a social psychology perspective. This book establishes the need for CRM strategies not only to be developed, but to be consistently used as an aid to long-term organisational profitability. This as a consequence means organisational change, something that the book readily acknowledges, and something that has been long overdue! Students reading this book should have basic knowledge of marketing management.

Each and every contact with a customer- be it through personal or interactive channels- is a critical success factor in strengthening the relationship. Ed Peelen's book gives a holistic perspective on CRM. A must-have for anyone who is serious about driving profitable customer relationships.

Learn more about Amazon Prime. Read more Read less. Sponsored products related to this item What's this? Page 1 of 1 Start over Page 1 of 1. Making Mergers and Acquisitions Work: How to Get a Lasting Market Edge. How to harness the power of perseverance. Options Trading for Beginners: Advanced Trading Strategies in Simple Terms.

The Secrets of Highly Successful Groups. See all free Kindle reading apps. Synopsis Customer Relationship Management examines the entire scope of this subject including strategy, organisation, marketing and information technology. Share your thoughts with other customers. Write a customer review. There was a problem filtering reviews right now. Please try again later.

A good thoughtful and balanced European approach to CRM and a useful antidote for those who want to get away from the American one.

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Customer Relationship Management [Ed Peelen] on territorios-luchas.tk *FREE* shipping on qualifying offers. Customer Relationship Management examines the entire scope of this subject including strategy, organisation.

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‘Francis Buttle and Stan Maklan’s third edition of Customer Relationship Management is a comprehensive, soup-to-nuts compendium of information and guidance that ought to be a desk reference for every CRM professional in business today, whether you sell products or services, to consumers or businesses.’5/5(2). Find helpful customer reviews and review ratings for Customer Relationship Management at territorios-luchas.tk Read honest and unbiased product reviews from .

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Customer Relationship Management: Concept, Strategy, and Tools [V. Kumar, Werner Reinartz] on territorios-luchas.tk *FREE* shipping on qualifying offers. Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many /5(2). Online shopping from a great selection at Books Store.