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Title: | Advances in Customer Relationship Management |
Authors: | Daniel Catalan-Matamoros |
Issue Date: | 2012 |
Publisher: | InTech |
Abstract: | Customer relationship management (CRM) strategies have become increasingly important worldwide due to changes in expectations from customers as well as changes in the nature of markets. This book puts forth a conceptualization that attempts to not only outline CRM's domain but also to reconcile the divergent perspectives found in the academic and popular literature. Readers can see through measurable data-containing examples how the theory is applied with great success by various real-life examples. This book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It could be a great help to CRM personnel, student, managers and any one that works directly or indirectly with customers. |
link: | http://www.intechopen.com/books/advances-in-customer-relationship-management |
Keywords: | Business;Management and Economics |
ISBN: | 978-953-51-0516-9 |
Theme: | 教科書-社會科學類 |
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