000			03207cam a2200385 i 4500
001			23187407
003			fcuc
005			20250523140714.0
008			230615s2024 enk b 001 0 eng
010			_a 2023018418
020			_a9781032280608 _q(hardback)
020			_a9781032247441 _q(paperback)
020			_z9781003295150 _q(ebook)
040			_aDLC _beng _erda _cDLC _dDLC
042			_apcc
050	0	0	_aHF5415.5 _b.B875 2024
082	0	0	_a658.8/12 PRI 2024 _223/eng/20230705
100	1		_aPrior, Daniel D., _eauthor.
245	1	0	_aCustomer relationship management : _bconcepts, applications and technologies / _cDaniel D. Prior, Francis Buttle, and Stan Maklan.
250			_aFifth edition.
264		1	_aLondon ; _aNew York : _bRoutledge Taylor & Francis Group, _c2024.
300			_axxv, 345 pages ; _c26 cm
336			_atext _btxt _2rdacontent
337			_aunmediated _bn _2rdamedia
338			_avolume _bnc _2rdacarrier
504			_aIncludes bibliographical references and index.
520			_a"This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers. Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis and presentation for decision-making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises. A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments. A greater emphasis on managerial applications of CRM through new content to help guide managers. An updated account of new and emerging technologies relevant to CRM. Expanded coverage of customer experience (CX), customer engagement (CE) and customer journey management (CJM). Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor's Manual, chapter-by-chapter PowerPoint slides and a bank of exam questions"-- _cProvided by publisher.
650		0	_aCustomer relations _xManagement.
700	1		_aButtle, Francis, _eauthor.
700	1		_aMaklan, Stan, _eauthor.
776	0	8	_iOnline version: _aPrior, Daniel D. _tCustomer relationship management _bFifth edition. _dAbingdon, Oxon ; New York, NY : Routledge, 2024 _z9781003295150 _w(DLC) 2023018419
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _c3
999			_c60305 _d60305