Customer relationship management : concept, strategy, and tools /
By: Kumar, V
Title By: Reinartz, Werner J
Material type:
BookPublisher: Hoboken, N.J. : Wiley, c2012.Edition: 2nd ed.Description: xxxiii, 378 p. : ill. ; 26 cm.ISBN: 978-3642201301Program: HDR974Subject(s): Customer relations -- Management | Customer relations -- Data processing| Item type | Home library | Call number | Status | Date due | Barcode | Item holds |
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| REGULAR | University of Wollongong in Dubai Main Collection | 658.8120285574 KU CU (Browse shelf) | Available | T0047189 |
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| 658.812014 BA PE Perfect phrases for customer service : hundreds of ready-to-use phrases for handling any customer service situation / | 658.812014 EV PO Powerful phrases for effective customer service : over 700 ready-to-use phrases and scripts that really get results / | 658.8120285574 KU CU Customer relationship management : a database approach / | 658.8120285574 KU CU Customer relationship management : concept, strategy, and tools / | 658.812080973 TH TR Transcultural marketing : building customer relationships in multicultural America / | 658.812089 PI ET Ethnic marketing : | 658.8120954 KR ON 1-800-worlds : |
Includes bibliographical references and index.
HDR974
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 disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy.This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as 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.