Customer relationship management : concept, strategy, and tools / V. Kumar, Werner Reinartz.
By: Kumar, V [author.].
Contributor(s): Reinartz, Werner J [author.].
Series: Springer texts in business and economics: Publisher: Berlin, Germany : Springer, [2018]Copyright date: ©2018Edition: Third edition.Description: 1 online resource (xxv, 411 pages) : illustrations.Content type: text Media type: computer Carrier type: online resourceISBN: 9783662553817 (e-book).Subject(s): Customer relations -- Management | Customer relations -- Data processingGenre/Form: Electronic books.Additional physical formats: Print version:: Customer relationship management : concept, strategy, and tools.DDC classification: 658.812 Online resources: An electronic book accessible through the World Wide Web; click to view Summary: This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. 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. 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. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.Includes index.
This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. 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. 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. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.
Description based on print version record.
Electronic reproduction. Ann Arbor, MI : ProQuest, 2018. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.