Customer Relationship Management 2e by Ed Peelen EBOOK PDF Instant Download


Category: Tags: ,


Customer Relationship Management (2e) 2nd edition By Ed Peelen EBOOK PDF Instant Download
Table of Contents

Part 1: Introduction

Chapter 1: Customer-Supplier Relationships

Chapter 2: Customer Relationship Management

Part 2: Strategy and Organization

Chapter 3: CRM as an integral business strategy

Chapter 4: The relationship oriented organization

Part 3: Intelligence

Chapter 5: Customer knowledge strategy

Chapter 6: Customer data management

Chapter 7: Data analyses and datamining

Chapter 8: Segmentation and selections

Chapter 9: Retention and cross-sell analyses

Chapter 10: Management reporting: measuring, learning and optimizing

Part 4: Marketing

Chapter 11: The customer proposition

Chapter 12: The relationship policy

Part 5: Channels

Chapter 13: Multi-channel management

Chapter 14: Personal selling

Chapter 15: Online environment

Chapter 16: Contact Center Management

Part 6: CRM Systems and their implementation

Chapter 17: CRM systems

Chapter 18: Implementation of CRM systems

Chapter 19: The future