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EbookNice Team
Status:
Available4.6
30 reviews
ISBN-10 : 9668806026
ISBN-13 : 9789668806025
Author: Baran R., Zerres C., Zerres M.
This book balances the behavioral and database aspects of customer relationship management,
providing students with a comprehensive introduction to an often overlooked, but important
aspect of marketing strategy
PART I CRM Theory and Development
1 Introduction to Customer Relationship Management
2 The History and Development of CRM
3 Relationship Marketing and CRM
4 Organization and CRM
PART II Data Management and Technology
5 CRM and Data Management
6 Technology and Data Platforms
7 Database and Customer Data Development
PART III Marketing Strategy
8 Business-to-Business CRM
9 Understanding the Customer-Company Profit Chain: Satisfaction, Loyalty, Retention, and Profits
10 The CRM Strategy Cycle: Acquisition, Retention, and Win-Back
11 Privacy and Ethics Considerations
PART IV CRM Evaluation
12 CRM Program Measurement and Tools
PART V CRM New Horizons
13 Social Networking and CRM
14 CRM Trends, Challenges, and Opportunities
crm customer relationship management
define customer relationship management
importance of customer relationship management
types of customer relationship management
benefits of customer relationship management
Tags: Customer Relationship, Management, Baran, Zerres
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