02549nam a22002417a 4500 20250315102554.0 250314b ||||| |||| 00| 0 eng d 9781032811828 AIMIT LIBRARY 5 658.812 PRID Prior, Daniel D. Author 206446 Customer relationship management : concepts, applications, and technologies / By Daniel D. Prior, Francis Buttle and Stan Maklan. 5th ed. Fifth Edition. New York , Special Indian Edition : 2024. xxiii,345. ; PB 23.5cm 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. Customer Relationships 206447 Marketing Automation. 206448 E implementing CRM Systems. 206449 Buttle, Francis. Author 206450 Maklan, Stan. Author 206451 ddc BK 5 233950 233950 0 0 ddc 0 0 MBA AIMIT AIMIT MGT 2025-03-11 Biblos Book Point 725.00 Bill no:7073;Bill dt:2004-02-28 0 658.812 PRID MBA14808 2025-07-21 00:00:00 580.00 2025-03-14 BK