Customer relationship management/ Ed. Peelen

By:

Peelen, Ed

Material type: Text

TextPublication details: Noida: Pearson, 2022.Description: xvi,433pISBN:

9789354498565

Subject(s):

DDC classification:

658.81CRM PEE

Contents:

1.Introduction-- Part I.Strategy and Organisation of CRM-- 2.Customer -supplier relationships-- 3.CRM as an Integral business strategy-- 4.The relationship-oriented organisation-- Part II.CRM Marketing Aspects-- 5.Customer Knowledge-- 6.Communication and Multichannels-- 7.The individualised customer proposition-- 8.The relationship policy-- Part III.Analytical CRM-- 9. Relationship data management-- 10.Data analyses and data mining-- 11.Segmentation and selections-- 12.Retention and cross -sell analysis-- 13.The effects of marketing activities-- 14.Reporting results-- Part IV.Operational CRM-- 15.Call centre Management-- 16.Internet and the website-- 17.Direct mail-- Part V.CRM Systems and their Implementation-- 18.CRM systems-- 19.Implementation of CRM Systems-- 20.The Future.

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Holdings
Item type	Current library	Home library	Call number	Status	Date due	Barcode
Book	Institute of Management General Stacks	Institute of Management	658.81CRM PEE (Browse shelf(Opens below))	Available		IMK17392

1.Introduction--
Part I.Strategy and Organisation of CRM--
2.Customer -supplier relationships--
3.CRM as an Integral business strategy--
4.The relationship-oriented organisation--
Part II.CRM Marketing Aspects--
5.Customer Knowledge--
6.Communication and Multichannels--
7.The individualised customer proposition--
8.The relationship policy--
Part III.Analytical CRM--
9. Relationship data management--
10.Data analyses and data mining--
11.Segmentation and selections--
12.Retention and cross -sell analysis--
13.The effects of marketing activities--
14.Reporting results--
Part IV.Operational CRM--
15.Call centre Management--
16.Internet and the website--
17.Direct mail--
Part V.CRM Systems and their Implementation--
18.CRM systems--
19.Implementation of CRM Systems--
20.The Future.

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