![]() ![]() ![]() The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.Ĭustomer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. ![]() Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. ![]() It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. Download Customer Relationship Management Book in PDF, Epub and Kindle ![]()
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