customer relationship management pdf ebook free download

The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies.īoth theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Please click the download link below to get the PDF file for Customer relationship management (CRM) hand written notes eBook for MBA.Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. CRM Implementation - Defining success factors - Preparing a business plan requirements, justification and processes.Analytical CRM - Managing and sharing customer data - Customer information databases - Ethics and legalities of data use - Data Warehousing and Data Mining concepts - Data analysis - Market Basket Analysis (MBA), Click stream Analysis, Personalization and Collaborative Filtering.

CRM links in e-Business - E-Commerce and Customer Relationships on the Internet - Enterprise Resource Planning (ERP), - Supply Chain Management (SCM), - Supplier Relationship Management (SRM), - Partner relationship Management (PRM).

Sales Force Automation - Sales Process, Activity, Contact- Lead and Knowledge Management - Field Force Automation.

CRM and Customer Service - The Call Center, Call Scripting - Customer Satisfaction Measurement.

CRM in Marketing - One-to-one Relationship Marketing, Cross Selling & Up Selling - Customer Retention, Behavior Prediction - Customer Profitability & Value Modeling, -Channel Optimization - Event-based marketing.

Customer relationship management pdf ebook free download