Too many options? Treat your friends and family to their favourite stores with a Bayshore Shopping Centre gift card, redeemable at participating retailers throughout the centre. Click below to purchase yours today!Purchase Here
Coles Customer Relationship Management: Concepts And Technologies at Bayshore Shopping Centre in Ottawa, ON
*Product information may vary - to confirm product availability, pricing, shipping and return information please contact Coles
Customer Relationship Management , Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey stages of acquisition, retention and development. Theoretically sound and managerially relevant, the book is liberally illustrated with examples of technology applications that support marketing, sales and service teams as they interact with customers, but assumes no deep technical knowledge on the reader's part. The book is structured around three core types of CRM - strategic, operational and analytical - and throughout each chapter, case illustrations of CRM in practice and images of CRM software demystify the technicalities. Ideal as a core textbook for advanced undergraduate and postgraduate students on CRM or related courses such as relationship marketing, digital marketing, customer experience management or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management. NEW TO THIS EDITION:
New and updated international case illustrations throughout
New and updated screenshots from CRM applications
Fully updated to reflect the evolving CRM landscape, including extended coverage of:
Big data and its influence on CRM
Artificial intelligence (AI)
Advances in CRM analytics
The relationships between CRM and customer experience management
The role of social media in customer management strategy
Real-time marketing
Chatbots and innovative customer self-service
Privacy and data security
Updated lecturer support materials online
Customer Relationship Management , Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey stages of acquisition, retention and development. Theoretically sound and managerially relevant, the book is liberally illustrated with examples of technology applications that support marketing, sales and service teams as they interact with customers, but assumes no deep technical knowledge on the reader's part. The book is structured around three core types of CRM - strategic, operational and analytical - and throughout each chapter, case illustrations of CRM in practice and images of CRM software demystify the technicalities. Ideal as a core textbook for advanced undergraduate and postgraduate students on CRM or related courses such as relationship marketing, digital marketing, customer experience management or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management. NEW TO THIS EDITION:
New and updated international case illustrations throughout
New and updated screenshots from CRM applications
Fully updated to reflect the evolving CRM landscape, including extended coverage of:
Big data and its influence on CRM
Artificial intelligence (AI)
Advances in CRM analytics
The relationships between CRM and customer experience management
The role of social media in customer management strategy
Real-time marketing
Chatbots and innovative customer self-service
Privacy and data security
Updated lecturer support materials online
Coles is renowned for its outstanding customer service and great selection of books. Along with the vast array of magazines, stationary, audio-books, children's literature, fiction, non-fiction and reference books, you can find accessories to make your reading experience more pleasurable. We can recommend the very best in reading today. We will help you search our titles for exactly what you need, and if we do not have it in stock, we will order it for you.
