Customer relationship management / Ed Peelen.
Material type: TextLanguage: English Original language: Dutch Publication details: Harlow : FT/Prentice Hall, 2005.Description: xvi, 433 p. : ill. ; 25 cmISBN:- 9780273681779:
- 027368177X
- 658.812
Item type | Current library | Call number | Copy number | Status | Date due | Barcode |
---|---|---|---|---|---|---|
General Lending | Carlow Campus Library General Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 78170 |
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Translated from the Dutch.
Formerly CIP. Uk
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.
78.74