Customer Relationship Management

2nd ed — Harlow: Pearson Education, 2013. — 436 p. — ISBN: 9780273774976 In today’s world, organisations are in the midst of a transition process, wondering how to build mutually beneficial relations with the right customers, in an environment where roles are changing and media are democratised and open to all. This book helps to find answers by exploring relations in the midst of social networks. It is geared towards MBA students and undergraduate students in the later years of their study, as well as those attending courses on relationship marketing, CRM, customercentricity, database management or business intelligence Customer Relationship Management gives a well-balanced coverage of strategy and organisation, marketing aspects, analytical CRM, operational CRM, CRM systems and their implementation. It is the only comprehensive academic text to cover the entire scope of CRM from a marketing management angle. Geared to MBA students and advanced undergraduate students, as well as those taking courses on CRM, direct marketing, relationship marketing, database management or business intelligence, the book is also appropriate for graduate students in information management attending courses on CRM and participants in specific CRM/database management. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.