Customer relationship management /
Peelen, Ed.
Customer relationship management / Ed Peelen. - Harlow : FT/Prentice Hall, 2005. - xvi, 433 p. : ill. ; 25 cm.
Translated from the Dutch. Formerly CIP.
Includes bibliographical references and index.
Introduction -- Customer-supplier relationships -- CRM as an integral business strategy -- Relationship-oriented organisation -- Customer knowledge -- Communication and multichannels -- Individualised customer proposition -- Relationship policy -- Relationship data management -- Data analyses and datamining -- Segmentation and selections -- Retention and cross-sell analyses -- Effects of marketing activities -- Reporting results -- Call centre management -- Internet and the Website -- Direct mail -- CRM systems and their implementation -- CRM systems -- Implementation of CRM systems -- Future.
9780273681779: £32.99 027368177X
2005040020
Customer relations--Management
Sales & marketing management
Sales & marketing
Customer services
658.812
Customer relationship management / Ed Peelen. - Harlow : FT/Prentice Hall, 2005. - xvi, 433 p. : ill. ; 25 cm.
Translated from the Dutch. Formerly CIP.
Includes bibliographical references and index.
Introduction -- Customer-supplier relationships -- CRM as an integral business strategy -- Relationship-oriented organisation -- Customer knowledge -- Communication and multichannels -- Individualised customer proposition -- Relationship policy -- Relationship data management -- Data analyses and datamining -- Segmentation and selections -- Retention and cross-sell analyses -- Effects of marketing activities -- Reporting results -- Call centre management -- Internet and the Website -- Direct mail -- CRM systems and their implementation -- CRM systems -- Implementation of CRM systems -- Future.
9780273681779: £32.99 027368177X
2005040020
Customer relations--Management
Sales & marketing management
Sales & marketing
Customer services
658.812