Customer Relationship Management

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Customer Relationship Management

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  • Producent: Pearson Education
  • Rok produkcji: 2013
  • ISBN: 9780273774952
  • Ilość stron: 440
  • Oprawa: Miękka
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Cena 297,00 PLN
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Opis: Customer Relationship Management - Rob Beltman, Ed Peelen

Customer Relationship Management gives a well-balanced coverage of strategy and organisation, marketing aspects, analytical CRM, operational CRM, CRM systems and their implementation. It is the only comprehensive academic text to cover the entire scope of CRM from a marketing management angle. Geared to MBA students and advanced undergraduate students, as well as those taking courses on CRM, direct marketing, relationship marketing, database management or business intelligence, the book is also appropriate for graduate students in information management attending courses on CRM and participants in specific CRM/database management.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


Szczegóły: Customer Relationship Management - Rob Beltman, Ed Peelen

Tytuł: Customer Relationship Management
Autor: Rob Beltman, Ed Peelen
Producent: Pearson Education
ISBN: 9780273774952
Rok produkcji: 2013
Ilość stron: 440
Oprawa: Miękka
Waga: 0.84 kg


Recenzje: Customer Relationship Management - Rob Beltman, Ed Peelen

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