Advances in Customer Relationship Management

Catalan-Matamoros, Daniel

Advances in Customer Relationship Management

Edited by Daniel Catalan-Matamoros

Abstract: 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.

JEL-codes: M10 (search for similar items in EconPapers)
Date: 2012
ISBN: 978-953-51-0516-9
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.intechopen.com/books/2193 (text/html)
Book downloadable chapter-by-chapter

Chapters in this book:

An Overview to Customer Relationship Management: Daniel Catalan-Matamoros
Business Intelligence in Telecoms Industry: A Service Oriented Approach: Tanko Ishaya
Business Intelligence Through Personalised Location-Aware Service Delivery: Tanko Ishaya
Customer Relationship Management and Business Intelligence: Aida Habul and Amila Pilav-Velic
Customer Relationship Marketing: Customer-Centric Processes for Engendering Customer- Firm Bonds and Optimizing Long-Term Customer Value: Namita Bhatnagar
Development of a Service Framework for Library Users from Customer Relationship Management Perspective: Shiow-Luan Wang
Dual Approach to the Modelling Single Product Demand Curves in the Next Best Offer CRM Problem: Dzulijana Popovic
Investigating Customers' Perceptions Towards Text Messaging Services as a CRM Medium: Nichaya Suntornpithug and Pasu Suntornpithug

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ito:pbooks:2193

DOI: 10.5772/1795

Access Statistics for this book

More books in Books from IntechOpen
Bibliographic data for series maintained by Slobodan Momcilovic ().