{"product_id":"customer-relationship-management-francis-buttle-9781138789821","title":"Customer Relationship Management: Concepts and Technologies","description":"\u003cp\u003eCustomer Relationship Management \u003ci\u003eThird Edition\u003c\/i\u003e is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. \u003c\/p\u003e \u003cp\u003eBoth theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice.\u003c\/p\u003e \u003cp\u003eNEW TO THIS EDITION: \u003c\/p\u003e \u003cul\u003e \u003cp\u003e \u003c\/p\u003e\n\u003cli\u003eUpdated instructor support materials online\u003c\/li\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e\n\u003cli\u003eFull colour interior\u003c\/li\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e\n\u003cli\u003eBrand new international case illustrations from many industry settings \u003c\/li\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e\n\u003cli\u003eSubstantial revisions throughout, including new content on: \u003c\/li\u003e \u003cp\u003e\u003c\/p\u003e \u003cul\u003e \u003cp\u003e \u003c\/p\u003e\n\u003cli\u003eSocial media and social CRM\u003c\/li\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e\n\u003cli\u003eBig data and unstructured data\u003c\/li\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e\n\u003cli\u003eRecent advances in analytical CRM including next best action solutions\u003c\/li\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e\n\u003cli\u003eMarketing, sales and service automation\u003c\/li\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e\n\u003cli\u003eCustomer self-service technologies\u003c\/li\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e\n\u003cli\u003eMaking the business case and realising the benefits of investment in CRM\u003c\/li\u003e \u003cp\u003e\u003c\/p\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e \u003cp\u003e　\u003c\/p\u003e \u003cp\u003eIdeal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Francis Buttle, Stan Maklan\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1138789828\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781138789821\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Routledge\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 02\/01\/2015\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 426\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 2.40lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.60h x 7.40w x 1.00d","brand":"Francis Buttle","offers":[{"title":"Hardcover","offer_id":43947809702143,"sku":"9781138789821","price":250.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/products\/img_c823a051-e81e-4972-8dea-1d016601bee1.jpg?v=1681520931","url":"https:\/\/www.whiterainbookhouse.com\/products\/customer-relationship-management-francis-buttle-9781138789821","provider":"WR Book House","version":"1.0","type":"link"}