Description
Customer Relationship Management (2e) 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 Organisation
Chapter 3: CRM as an integral business strategy
Chapter 4: The relationship oriented organisation
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 optimising
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 Centre Management
Part 6: CRM Systems and their implementation
Chapter 17: CRM systems
Chapter 18: Implementation of CRM systems
Chapter 19: The future
