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Customer Relationship Management: Concepts and Technologies

Customer Relationship Management: Concepts and Technologies

by Francis Buttle, Stan Maklan


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Available for Pre-Order. This item will be available on May 8, 2019

Product Details

ISBN-13: 9781138498266
Publisher: Taylor & Francis
Publication date: 05/08/2019
Pages: 448
Product dimensions: 7.50(w) x 9.75(h) x (d)

About the Author

Francis Buttle, BSc, MA, PhD, is founder and principal consultant of Francis Buttle & Associates, and Honorary Adjunct Professor at Macquarie Graduate School of Management, Sydney, Australia.

Stan Maklan, BSc, MBA, PhD, is Professor of Marketing and Technology, Cranfield School of Management, UK.

Table of Contents


List of Figures

List of Tables


Section A: Understanding Customer Relationships

1. Introduction to CRM

2. Understanding Relationships

3. Managing the Customer Journey: Customer Acquisition

4. Managing the Customer Journey: Customer Retention and Development

Section B: Strategic CRM

5. Customer Portfolio Management

6. Managing Customer-Experienced Value

7. Managing customer experience

Section C: Operational CRM

8. Marketing Automation

9. Sales force automation

10. Service Automation

Section D: Analytical CRM

11. Developing and Managing Customer-Related Databases

12. Using Customer-Related Data

Section E: Realizing the Benefits of CRM

13. Planning to Succeed

14. Implementing CRM

Section F: Looking to the Future

15. The Future