Customer Relationship Management Book, Customer Relationship Management Complete Certification Kit Study Book And Elearning Program Ebook By Nora Graham 9781489170620 Rakuten Kobo United States
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This book closely examines the strategic and tactical aspects of customer relationship management as it stands today.
Customer relationship management information system pdf. Cdi allows for the creation of a consolidated view of the customer from multiple customer data stores. Customer relationship management crm mf 202 1 boktittel customer relationship management. Welcome to the second edition of customer relationship management.
Summary of whole book from compulsory litterature book in the class. Customer relationship management 5 2. In order to achieve crm companies need to focus on customer retention a high customer commitment and a.
Concepts and tools is a breakthrough book that makes transparent the complexities of customer relationship management. Benefiting advanced students and working executives the book stresses economic customer value as the guiding concept for marketing decisions. This definitive textbook explains what crm is the benefits it delivers the contexts in which it is used how it can be implemented and how crm technologies can be deployed to support customer management strategies and objectives.
Summary customer relationship management buttle et. This book looks at creating and managing customer relationships and how relationship marketing applied throughout any organisation can create new value to build the organisation for the long term. It also looks comprehensively at how crm can be used throughout the customer life cycle stages of customer acquisition retention and development and how the.
The skills based briefcase books series is filled with ideas and strategies to help managers become more capable efficient effective and valuable to their corporations. It helps readers obtain a comprehensive grasp of crm strategy concepts and tools and provides all the necessary steps in managing profitable customer relationships. The author introduces the four types of customer relationship management and the seven step process to develop a crm strategy for any organization summary.
Field concerns and data collection customer data integration cdi enables an organization to accrue knowledge about the customer a necessary antecedent for an effective crm strategy. As customer loyalty increasingly becomes a thing of the past customer relationship management crm has become one of todays hottest topics. 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.
The book explains how customer relationship manager crm can be used throughout the customer life cycle stage of customer acquisition retention and development. It explains what crm is the bene ts it delivers the contexts in which it is used the technologies that are deployed and how it can be implemented.
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