Principles of Customer Relationship Management 08 edition (9780324322385) - Textbooks.com Skip to main content
Ship-Ship-Hooray! Free Shipping on $25+ View Details about Free Shipping >
Principles of Customer Relationship Management

Principles of Customer Relationship Management - 08 edition

Principles of Customer Relationship Management - 08 edition

ISBN13: 9780324322385

ISBN10: 0324322380

Principles of Customer Relationship Management by Roger J. Baran, Robert Galka and Daniel P. Strunk - ISBN 9780324322385
Edition: 08
Copyright: 2008
Publisher: Thomson Learning
Published:
International: No
Principles of Customer Relationship Management by Roger J. Baran, Robert Galka and Daniel P. Strunk - ISBN 9780324322385

ISBN13: 9780324322385

ISBN10: 0324322380

Available in the Marketplace starting at $51.59 Hide Marketplace
Filter by: All ()  |  New ()  |  Like New ()  |  Very Good ()  |  Good ()  |  Acceptable ()
Price Condition Seller Comments

Shop Us With Confidence

Summary

The textbook is lively and will hold students' interest with its unusual and interesting vignettes from the gaming, hotel, banking, airline, charge-card, supermarket, retailing, and package goods industries. This book acquaints students with the various approaches and applications but does not dwell on the underlying statistics. A second approach focuses on the strategic side of customer relationship management. The text provides students with an understanding of Customer Relationship Management and its application in the business fields of marketing and sales.

Table of Contents

Table of Contents

Part One. CRM THEORY AND DEVELOPMENT.

1. Principles of Customer Relationship Marketing.
2. History and Development of CRM.
3. Relationship Marketing & Customer Relationship Management.
4. Organization & CRM.

Part Two. DATA, INFORMATION, AND KNOWLEDGE MANAGEMENT.

5. CRM and Data Management.
6. Technology and Data Platforms.
7. Database and Customer Data Development.

Part Three. CRM. IMPACT ON SALES AND MARKETING STRATEGY.

8. Sales Strategy & CRM.
9. CRM Technology and Sales.
10. Marketing Strategy and CRM.
11. CRM, Marketing Automation, & Communication.

Part Four. CRM EVALUATION.

12. CRM Program Measurement & Tools.

Part Five. PRIVACY, ETHICS, AND GLOBAL CONSIDERATIONS.

13. Privacy Considerations & Issues.

Part Six. CRM NEW HORIZONS.

14. The Future of CRM