Customer Relationship Management Third Edition is a Buttle and Maklan, clearly and without jargon, explain how CRM can Francis Buttle. : Customer Relationship Management: Concepts and Technologies (): Francis Buttle, Stan Maklan: Books. Stan Maklan has joined Francis Buttle as co-author. This book provides a comprehensive and balanced review of Customer Relationship Management.
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There was a problem filtering reviews right now. Although, it shows the roles of customer data and information technology in enabling customer relationship management frabcis, it does not accept that customer relationship management is just about IT.
Enter your mobile number or email address rlationship and we’ll send you a link to download the free Kindle App. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this.
Customer Relationship Management: Concepts and Technologies – Francis Buttle – Google Books
An Instructor’s PowerPoint pack is available to lecturers who adopt the book. Francis has spent most of the last 30 years in various academic roles around the world. Please try again later.
Although he quit full-time academic life inhe still supervises doctoral candidates, and conducts customer-related research. Francis lives on Sydney’s North Shore, is a qualified but reluctantly retired rugby union referee, enjoys cycling and kayaking, and rides a Suzuki. This book belongs on the desk of every company that is serious about CRM. Customer relationship management ‘s influence managemenf extends beyond the company to touch on partner and supplier relationships.
Rather it is about manaagement IT- and data-enabled approach to customer acquisition, customer retention and customer development.
User Review – Flag as inappropriate i am a lecturer at an international business institute. To get the free app, enter mobile phone number. This completely revised edition also includes:. Their coverage of CRM technology is an enhancing feature of the book. Concepts and Technologies Francis Buttle Limited preview – Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry relatiomship, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.
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Emerging Managemwnt, Tools and Applications. Francis has spent most of the last 30 years in various academic roles around the world. If you are a seller for this product, would you like to suggest updates through seller support? Account Options Sign in. Especially demystifying what CRM is, what it is not, and offering a very comprehensive view on how to approach it and unlock its true value.
Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Visit our Help Pages. Customer relationship management is grounded on high quality customer data yb enabled by information technology.
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It also looks comprehensively at how CRM can be used throughout the customer The book views customer custmoer management as the core business strategy that relationshup internal processes and functions, and external networks, Accredited lecturers can download this by going to http: My library Help Advanced Book Search. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement relaionship, providing you with a guide to every aspect butyle CRM in your business or your studies.
Francis has developed, run or contributed to many management development programs, and has advised or consulted to numerous for-profit and not-for-profit organizations in the UK, Australia, USA, Hong Kong, Singapore and New Zealand. Would you like to tell us about a lower price? This second edition has been completely revised and updated with eight new chapters. Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in mmanagement, sales or service management.
Most helpful customer reviews on Amazon. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies.
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He can be contacted at francis buttleassociates. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. My library Help Advanced Book Search. Account Options Sign in. Gordon Buttl preview – Sales and Distribution Management. User Review – Flag as inappropriate Very informative.