Customer relationship management/ (Record no. 684100)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01241nam a22001697a 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9789354498565 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.81CRM |
| Item number | PEE |
| 100 ## - MAIN ENTRY--AUTHOR NAME | |
| Personal name | Peelen, Ed. |
| 245 ## - TITLE STATEMENT | |
| Title | Customer relationship management/ |
| Statement of responsibility, etc | Ed. Peelen |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication | Noida: |
| Name of publisher | Pearson, |
| Year of publication | 2022. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | xvi,433p. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 1.Introduction--<br/>Part I.Strategy and Organisation of CRM--<br/>2.Customer -supplier relationships--<br/>3.CRM as an Integral business strategy--<br/>4.The relationship-oriented organisation--<br/>Part II.CRM Marketing Aspects--<br/>5.Customer Knowledge--<br/>6.Communication and Multichannels--<br/>7.The individualised customer proposition--<br/>8.The relationship policy--<br/>Part III.Analytical CRM--<br/>9. Relationship data management--<br/>10.Data analyses and data mining--<br/>11.Segmentation and selections--<br/>12.Retention and cross -sell analysis--<br/>13.The effects of marketing activities--<br/>14.Reporting results--<br/>Part IV.Operational CRM--<br/>15.Call centre Management--<br/>16.Internet and the website--<br/>17.Direct mail--<br/>Part V.CRM Systems and their Implementation--<br/>18.CRM systems--<br/>19.Implementation of CRM Systems--<br/>20.The Future. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Customer relations |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Customer services |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Customer relations--Management |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Book |
| Withdrawn status | Lost status | Damaged status | Not for loan | Home Library | Current Location | Shelving location | Date acquired | Cost, normal purchase price | Full call number | Accession Number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Institute of Management | Institute of Management | General Stacks | 11/05/2023 | 615.00 | 658.81CRM PEE | IMK17392 | 11/05/2023 | Book |