Principles of customer relationship management:
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Mason, Ohio
South-Western
2008
|
| Edition: | Student ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis Klappentext |
| Item Description: | Includes bibliographical references and index |
| Physical Description: | xvi, 511 p. ill. 26 cm |
| ISBN: | 0324322380 9780324322385 |
Staff View
MARC
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| 245 | 1 | 0 | |a Principles of customer relationship management |c Roger J. Baran ; Robert J. Galka ; Daniel P. Strunk |
| 250 | |a Student ed. | ||
| 264 | 1 | |a Mason, Ohio |b South-Western |c 2008 | |
| 300 | |a xvi, 511 p. |b ill. |c 26 cm | ||
| 336 | |b txt |2 rdacontent | ||
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| 500 | |a Includes bibliographical references and index | ||
| 650 | 7 | |a Klantenbinding |2 gtt | |
| 650 | 7 | |a Management |2 gtt | |
| 650 | 4 | |a Relationship marketing |v Textbooks | |
| 650 | 4 | |a Customer relations |x Management |v Textbooks | |
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| 700 | 1 | |a Galka, Robert J. |e Verfasser |4 aut | |
| 700 | 1 | |a Strunk, Daniel P. |e Verfasser |4 aut | |
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Record in the Search Index
| _version_ | 1804139930767589376 |
|---|---|
| adam_text | Brief
Table
of Contents
Section
1
CRM Theory and Development
Ch.
1
Introduction to Customer Relationship Management
.....2
Ch.
2
History and Development of CRM
...................47
Ch.
3
Relationship Marketing and Customer
Relationship Management
.........................89
Ch.
4
Organization and CRM
...........................129
Section
2
Data, Information and Technology
Ch.
5
CRM and Data Management
......................158
Ch.
6
Technology and Data Platforms
....................200
Ch.
7
Database and Customer Data Development
...........226
Section
3
CRM: Impact on Sales and Marketing Strategy
_______________________
Ch.
8
Sales Strategy and CRM
..........................260
Ch.
9
CRM Technology and Sales
.......................293
Ch.
10
Marketing Strategy and CRM
......................317
Ch.
11
CRM, Marketing Automation, and Communication
.... 367
Section
4
CRM Evaluation
_________________________________________
Ch.
12
CRM Program Measurement and Tools
..............390
Section
5
Privacy, Ethics and Future of CRM
________________________________
Ch.
1 3
Privacy and Ethics Considerations
..................440
Ch.
14
The Future of CRM
..............................474
Glossary
...........................................490
Index
................................................
504
in
Principles of
Customer Relationship
Management
—
ι
Principles of Customer Relationship Management provides students with an
understanding of Customer Relationship Management (CRM) and its application in
marketing and sales. The authors demonstrate how CRM aligns business processes
with strategies directed toward building customer loyalty and increasing profits.
With a relationship-building, strategy-oriented approach, the book discusses data
management, data platforms, and customer data development in a way that is
understandable to business students yet challenging enough for computer and
information science students who are looking for a venue to apply their skills.
FEATURES OF Principles of Customer Relationship Management
•
Theory Aside boxed features capitalize on the authors
rich experience in business, affording students glimpses into
how the theories of customer relationship management play
out in the real world.
•
Up-to-date empirical findings highlight information usually
found only in research journal articles, to give readers the
most recent information available on concepts such as service
quality, loyalty programs, and impact of retention on profits.
•
Comprehensive coverage of content provides students
with vivid, exciting and often humorous examples that hold
their attention and are drawn from the following industries:
gaming, hotel, banking, charge-card, package foods, airline,
supermarket, and retailing.
Visit
academic.cengage.com/marketing/baran
f
OR MORE INFORM ATION
Baran, Gałka,
Strunk
|
| any_adam_object | 1 |
| author | Baran, Roger J. Galka, Robert J. Strunk, Daniel P. |
| author_facet | Baran, Roger J. Galka, Robert J. Strunk, Daniel P. |
| author_role | aut aut aut |
| author_sort | Baran, Roger J. |
| author_variant | r j b rj rjb r j g rj rjg d p s dp dps |
| building | Verbundindex |
| bvnumber | BV035720086 |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.55 |
| callnumber-search | HF5415.55 |
| callnumber-sort | HF 45415.55 |
| callnumber-subject | HF - Commerce |
| classification_rvk | QP 620 |
| ctrlnum | (OCoLC)938746462 (DE-599)BVBBV035720086 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | Student ed. |
| format | Book |
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| id | DE-604.BV035720086 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T21:51:55Z |
| institution | BVB |
| isbn | 0324322380 9780324322385 |
| language | English |
| lccn | 2006908267 |
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| physical | xvi, 511 p. ill. 26 cm |
| publishDate | 2008 |
| publishDateSearch | 2008 |
| publishDateSort | 2008 |
| publisher | South-Western |
| record_format | marc |
| spelling | Baran, Roger J. Verfasser aut Principles of customer relationship management Roger J. Baran ; Robert J. Galka ; Daniel P. Strunk Student ed. Mason, Ohio South-Western 2008 xvi, 511 p. ill. 26 cm txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Klantenbinding gtt Management gtt Relationship marketing Textbooks Customer relations Management Textbooks Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s Beziehungsmanagement (DE-588)4326109-7 s DE-604 Galka, Robert J. Verfasser aut Strunk, Daniel P. Verfasser aut Digitalisierung UB Bayreuth application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017996892&sequence=000003&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis Digitalisierung UB Bayreuth application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017996892&sequence=000004&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA Klappentext |
| spellingShingle | Baran, Roger J. Galka, Robert J. Strunk, Daniel P. Principles of customer relationship management Klantenbinding gtt Management gtt Relationship marketing Textbooks Customer relations Management Textbooks Beziehungsmanagement (DE-588)4326109-7 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4326109-7 (DE-588)4236865-0 |
| title | Principles of customer relationship management |
| title_auth | Principles of customer relationship management |
| title_exact_search | Principles of customer relationship management |
| title_full | Principles of customer relationship management Roger J. Baran ; Robert J. Galka ; Daniel P. Strunk |
| title_fullStr | Principles of customer relationship management Roger J. Baran ; Robert J. Galka ; Daniel P. Strunk |
| title_full_unstemmed | Principles of customer relationship management Roger J. Baran ; Robert J. Galka ; Daniel P. Strunk |
| title_short | Principles of customer relationship management |
| title_sort | principles of customer relationship management |
| topic | Klantenbinding gtt Management gtt Relationship marketing Textbooks Customer relations Management Textbooks Beziehungsmanagement (DE-588)4326109-7 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Klantenbinding Management Relationship marketing Textbooks Customer relations Management Textbooks Beziehungsmanagement Kundenmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017996892&sequence=000003&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017996892&sequence=000004&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA |
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