Customer Relationship Management Third Edition is a Buttle and Maklan, clearly and without jargon, explain how CRM can Francis Buttle. : Customer Relationship Management: Concepts and Technologies (): Francis Buttle, Stan Maklan: Books. Stan Maklan has joined Francis Buttle as co-author. This book provides a comprehensive and balanced review of Customer Relationship Management.
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Routledge; 3 edition 2 February Language: In addition, he is a frequent contributor to practitioner magazines, presenter at business conferences, and a serial blogger. Overall, it sets out a comprehensive reference guide to business success. Although he quit full-time academic life inhe still supervises doctoral candidates, and conducts customer-related research.
Please try again later. Concepts and ToolsVolume The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, manaement create and deliver value to targeted customers at a profit. Read more Manage,ent less. Account Options Sign in. 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 management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this.
Customer Relationship Management: Concepts and Tools – Francis Buttle – Google Books
User Review – Flag as inappropriate i am a lecturer at an international business institute. An Instructor’s PowerPoint pack is available to lecturers who adopt the book.
Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, custkmer or service management.
This book belongs on the desk of every company that is serious about CRM. The wealth of information and insight is astounding.
A definite reference for managers looking to take customer-centered strategies to the next level. Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the frwncis latest in CRM practice. My library Help Advanced Book Search. Francis has developed, run or contributed to many management development programs, and has advised or consulted to numerous for-profit and not-for-profit organizations in the UK, Australia, USA, Hong Kong, Manage,ent and New Zealand.
Techniques for Analyzing Industries and Competitors. Account Options Sign in. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management.
Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management.
Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your relatiobship.
Francis has degrees in management science, marketing and communication. It was exactly what I needed.
Got it as a rental and it was great! Account Options Sign in. User Review – Flag as inappropriate Very informative.
The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies.
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Francis has developed, run or contributed to many management development programs, and has advised or consulted to numerous for-profit and not-for-profit organizations in the UK, Australia, USA, Hong Kong, Singapore and New Zealand. Francis ButtleStan Maklan. Well-grounded academically, this book is equally beneficial for management students.
I can’t think of a better guide to increasing your performance and profits. Updated instructor support materials online Full colour interior Brand new international case illustrations from many industry settings Substantial revisions throughout, including new content on: Especially demystifying what CRM is, what it is not, and offering a very comprehensive view on how to approach it and unlock its true value.
Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more.
Customer Relationship Management: Concepts and Technologies – Francis Buttle – Google Books
Shopbop Designer Fashion Brands. Customer relationship management ‘s relatinship also extends beyond the company to touch on partner and supplier relationships.
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Great book for CRM. Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. Showing of 1 reviews.
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