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Customer relationship managementconc...

Kumar, V.

Customer relationship managementconcept, strategy, and tools /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Customer relationship managementby V. Kumar, Werner Reinartz.
Reminder of title:	concept, strategy, and tools /
Author:	Kumar, V.
other author:	Reinartz, Werner.
Published:	Berlin, Heidelberg :Springer Berlin Heidelberg :2012.
Description:	xxxiii, 378 p. :ill., digital ;24 cm.
Contained By:	Springer eBooks
Subject:	Customer relationsManagement.
Online resource:	https://doi.org/10.1007/978-3-642-20110-3
ISBN:	9783642201103 (electronic bk.)

Customer relationship managementconcept, strategy, and tools /
Kumar, V.

Customer relationship managementconcept, strategy, and tools /[electronic resource] :by V. Kumar, Werner Reinartz. - 2nd ed. - Berlin, Heidelberg :Springer Berlin Heidelberg :2012. - xxxiii, 378 p. :ill., digital ;24 cm. - Springer texts in business and economics,2192-4333. - Springer texts in business and economics..

Preface -- 1 The Role of CRM -- 2 Relationship Marketing -- 3 Strategic CRM -- 4 Implementing the CM Strategy -- 5 CRM Metrics -- 6 Data Mining -- 7 Using Databases -- 8 Software Tools and Dashboards -- 9 Designing Loyalty Programs -- 10 Campaign Management -- 11 CRM and Multichannel Management -- 12 Customer Management in B2B -- 13 CRM and Consumer Behavior -- 14 Application of CRM in B2B and B2B Scenarios -- 15 The Future of CRM -- Index.

ISBN: 9783642201103 (electronic bk.)Subjects--Topical Terms:

202165
Customer relations
--Management.

LC Class. No.: HF5415.5 / .K859 2012

Dewey Class. No.: 658.812

Customer relationship managementconcept, strategy, and tools /
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245 1 0 $a Customer relationship management $h [electronic resource] : $b concept, strategy, and tools / $c by V. Kumar, Werner Reinartz.
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505 0 $a Preface -- 1 The Role of CRM -- 2 Relationship Marketing -- 3 Strategic CRM -- 4 Implementing the CM Strategy -- 5 CRM Metrics -- 6 Data Mining -- 7 Using Databases -- 8 Software Tools and Dashboards -- 9 Designing Loyalty Programs -- 10 Campaign Management -- 11 CRM and Multichannel Management -- 12 Customer Management in B2B -- 13 CRM and Consumer Behavior -- 14 Application of CRM in B2B and B2B Scenarios -- 15 The Future of CRM -- Index.
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