Advances in Customer Relationship Management (Hardcover) (ISBN-13: 9789535105169)

Customer relationship management (CRM) strategies have become increasingly important worldwide due to changes in expectations from customers as well as changes in the nature of markets. This book puts forth a conceptualization that attempts to not only outline CRM's domain but also to reconcile the divergent perspectives found in the academic and popular literature. Readers can see through measurable data-containing examples how the theory is applied with great success by various real-life examples. This book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It could be a great help to CRM personnel, student, managers and any one that works directly or indirectly with customers.

Author: Daniel Catalan-Matamoros
ISBN-10: 9535105167
ISBN-13: 9789535105169
Publisher: Intechopen
Language: English
Published: 04/11/2012
Pages: 158
Format: Hardcover
Weight: 1.00lbs
Size: 9.61h x 6.69w x 0.44d