Customer relationship management : concepts and tools
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Oxford ; Burlington, MA :
Butterworth-Heinemann ,
2004
|
| Subjects: |
Table of Contents:
- 1. Making sence of customer relationship management
- 2. The customer relationship management value chain
- 3. Information technology for customer relationship management
- 4. Customer portfolio analysis
- 5. Customer intimacy
- 6. Creating ang managing networks
- 7. Creating value for customers
- 8. Managing the customer lifecycle: customer acquisition
- 9. Managing the customer lifecycle: customer retention and development
- 10. Organizing for customer relationship management