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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Concepts and ToolsVolume Concepts and Technologies Francis Buttle Limited preview – An Instructor’s PowerPoint pack is available to lecturers who adopt the book. Would you like to tell us about a lower price? Accredited lecturers can download this by going to http: Customers who bought this item also bought. My library Help Advanced Book Search. There was a problem filtering reviews right now. He is an elected Fellow of the Chartered Institute of Marketing.
Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. 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. Francis has degrees in management science, marketing and communication.
Routledge; 3 edition 2 February Language: 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.
Their coverage of CRM technology is an enhancing feature of the book. My library Help Advanced Book Search. Other editions – View all Customer Relationship Management: Great book for CRM. Creating and Sustaining Superior Performance.
The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. In addition, he is a frequent contributor to practitioner magazines, presenter at business conferences, and a serial blogger.
Here’s how terms and conditions bugtle. My library Help Advanced Book Search. Emerging Concepts, Tools and Applications.
I use this book to teach CRM and i think it’s an excellent tool. Shopbop Designer Fashion Brands. His PhD was earned at the University of Massachusetts.
Account Options Sign in. Francis has authored, co-authored or edited 7 books, and over peer-reviewed academic journal articles or conference papers. Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management.
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A definite reference for managers looking to take customer-centered strategies to the next level. Delivery and Returns see our delivery rates and policies thinking of returning an item?
This completely buttle edition also includes:. Find out more at www.
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This completely revised edition also includes: 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. Buttle and Maklan, clearly and without jargon, explain how CRM farncis be used throughout the customer life cycle stages of customer acquisition, managment and development.
Francis has authored, co-authored or edited 7 books, and over peer-reviewed academic journal articles or conference papers. Updated instructor support materials online Full fdancis interior Brand new international case illustrations from many industry settings Substantial revisions throughout, including new content on: This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives.
The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, Although, it shows the roles of customer janagement and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT.
Francis lives on Sydney’s North Shore, is a qualified but reluctantly retired rugby union referee, enjoys managemenf and kayaking, and rides a Suzuki. Please try again later. Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice.
He is an elected Fellow of the Chartered Institute of Marketing. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such grancis strategic, marketing, operations, human resource, and IT management.
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, cusstomer you with a guide to every aspect of CRM in your business or your studies.
Customer Relationship Management – Francis Buttle – Google Books
Accredited lecturers can download this by going to http: He can be contacted at francis buttleassociates. This second edition has been completely revised and updated with eight new chapters.
The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice.