Title Statements
- Full title :Customer relationship management / Ed Peelen and Rob Beltman.
Edition Statements
- Publication Date:2013.
- Edition:2nd ed
Publication Statements
- Publisher(s):Pearson
- Place of Publication:Boston
- Language:eng
- Publication Date:2013.
The Physical Object
- Description:xix, 413 p
Edition Identifiers
- ISBN:9780273774952, 0273774956
- oclc:ocn870270052
- LC Classification:HF5415 .5 P374c 2013
- Dewey Decimal:658.8/12
Table of Contents
Machine generated contents note: pt. I Introduction -- 1.Customer-supplier relationships -- 1.1.History -- 1.2.Description of customer -- supplier relationships -- 1.3.The dynamic in relationships -- 1.4.Networks -- 1.5.Conclusion -- Case study: Collateral trust obligations -- Questions -- References -- 2.Customer relationship management -- 2.1.The definition of CRM -- 2.2.CRM building blocks -- 2.3.Entrance, applications and success of CRM -- 2.4.Contents of this book -- 2.5.Conclusion -- Case study: CRM at C. Fun Parks -- Questions -- References -- pt. II Strategy and organisation -- 3.CRM as an integral business strategy -- 3.1.The nature of the CRM strategy -- 3.2.The context of the CRM strategy -- 3.3.The results of a successful CRM strategy -- 3.4.Conclusion -- Case study: Starbucks in the US -- Questions -- References -- 4.The relationship-oriented organisation -- 4.1.The challenge and leadership -- 4.2.Mission -- 4.3.Culture -- 4.4.Structure -- 4.5.People -- 4.6.Communication and information -- 4.7.Systems -- 4.8.Where do we stand? -- 4.9.Conclusion -- Case study: A personal experience: customer focus in healthcare insurance -- Questions -- References -- pt. III Intelligen…
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