Customer Relationship Management [electronic resource].

ISBN:

9780080472430

Title:

Author:

Buttle, Francis.

Personal Author:

Buttle, Francis.

Edition:

Publication Information:

Hoboken : Taylor and Francis, 2004.

Physical Description:

1 online resource (362 p.)

General Note:

Description based upon print version of record.

Contents:

Front Cover; Customer Relationship Management: Concepts and Tools; Copyright Page; Contents; Foreword; Preface; Acknowledgement; About the authors; 1. Making sense of customer relationship management; Chapter objectives; Introduction ; Strategic CRM; Operational CRM; Analytical CRM; Misunderstandings about CRM; What is a relationship?; Why companies want relationships with customers; Customer satisfaction, loyalty and business performance; But, do customers want relationships with companies?; CRM constituencies; Why do companies implement CRM?; Contexts of CRM; Defining CRM; Summary

References 2. The customer relationship management value chain; Chapter objectives; Introduction ; The goal of CRM; The primary stages of the CRM value chain; The supporting conditions of the CRM value chain; Summary; References ; 3. Information technology for customer relationship management; Chapetr objectives; Origins of CRM technology; The CRM marketplace; CRM architecture; CRM applications; Technology for the CRM value chain; summary; References ; 4. Customer portfolio analysis; Chapter objectives; What is a portfolio?; What is a customer?; Market segmentation

Data mining for market segmentationCustomer portfolio analysis tools; Sales forecasting; Customer portfolio toolkit; Activity-based costing; Lifetime value; Strategically significant customers; Customer portfolio strategies; Summary; References ; 5. Customer intimacy; Chapter objectives; Introduction ; Building a customer database; Data integration; Data warehousing; Data marts; Data mining; Privacy issues; Summary; References ; 6. Creating and managing networks; Chapter objectives; Introduction ; What is a network?; Principles of network management; Not all relationships are alike

Activity links, resource ties and actor bondsFrom dyad to network; Network position; Network management and CRM; The SCOPE of CRM; Supplier relationships; Trends in customer-supplier relationships; Not all customers want relationships with suppliers; Owner/investor relationships; Partner relationships; Summary; References ; 7. Creating value for customers; Chapter objectives; Introduction ; Understanding value; Sources of customer value; Customization; Value from products; Value from service; Value from processes; Value from people; Value from physical evidence

Value from customer communicationValue from channels; Customer experience; Summary; References ; 8. Managing the customer lifecycle: customer acquisition; Chapter objectives; Introduction ; What is a new customer?; Customer value estimates; Prospecting; Key performance indicators of customer acquisition programmes; Using customer data to guide customer acquisition; Making the right offer; Summary; References ; 9. Managing the customer lifecycle: customer retention and development; Chapter objectives; Introduction ; What is customer retention?; Economics of customer retention

Which customers to retain?

Subject Term:

Customer relations -- Management.

Marketing -- Management.

Marketing.

Relationship marketing.

Format:

Electronic Resources

Electronic Access:

Click here to view book
http://angliss.eblib.com.au/patron/FullRecord.aspx?p=289003

Publication Date:

2004

Publication Information:

Hoboken : Taylor and Francis, 2004.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

Bound With These Titles

On Order

Summary

Customer Relationship Management: Concepts and Toolsis a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.