Customer Relationship Management: Concepts and Tools, Volume 13Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. 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. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the r. |
Contents
1 Making sense of customer relationship management | 2 |
2 The customer relationship management value chain | 37 |
3 Information technology for customer relationship management | 57 |
4 Customer portfolio analysis | 97 |
5 Customer intimacy | 136 |
6 Creating and managing networks | 169 |
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Common terms and phrases
Activity-based costing advertising analytical CRM application software automation bank behaviour benchmarking benefits brand call centre campaign cent channels Chapter commitment communication companies company’s competitors consumer contact centre costs CRM applications CRM implementations CRM software CRM strategy CRM system CRM value chain customer acquisition customer base customer data customer database customer experience customer lifecycle customer lifetime value customer portfolio analysis Customer relationship management customer retention customer satisfaction customer service customer value customer’s data mining e-mail employees enable example expectations Figure functions identify important improve industry integration internal investment investors manufacturers market segmentation offer operational CRM organization organizational culture partner relationship management partners PeopleSoft potential profit programme prospects purchasing Relationship Marketing requirements retail revenue selling standard strategically significant structure suppliers target Tesco transactional users value proposition vendors