基本信息·出版社：Butterworth-Heinemann ·页码：522 页 ·出版日期：2008年10月 ·ISBN：1856175227 ·条形码：9781856175227 ·装帧：平装 ·正文语种 ...
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Customer Relationship Management, Second Edition |
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Customer Relationship Management, Second Edition |
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基本信息·出版社：Butterworth-Heinemann
·页码：522 页
·出版日期：2008年10月
·ISBN：1856175227
·条形码：9781856175227
·装帧：平装
·正文语种：英语
内容简介 在线阅读本书
Customer Relationship Management is structured around the author's own 'CRM Value Chain' model, and addresses what it sees as the core issues of CRM:
* Who should companies serve?
* How can they get to know these customers better?
* What value should be offered to these customers
The book embraces both the theoretical background and the practical implementation of CRM strategy. It is also cross-functional - comprising elements of marketing, accounting, human resources, information technology and strategic management - to ensure that it provides a comprehensive and fully developed introductory text which is equally relevant for students and practitioners of CRM.
There is a Tutor Resource pack available to lecturers who adopt this text.
* Integrative structure organized around the author's 'CRM Value Chain' model.
* Theoretically sound and managerially relevant - a useful text from both student and practitioner's perspectives.
* Standardized chapter contents and features for ease of navigation.
作者简介 Francis Buttle, PhD, is founder and principal consultant of Francis Buttle & Associates,a Sydney, Australia-based business that helps organizations become more skilled and successful at customer acquisition, retention and development. Francis has spent most of the last 30 years in various academic roles around the world. He has been a Professor of Customer Relationship Management, Professor of Marketing,Professor of Relationship Marketing, and Professor of Management at a number of leading graduate schools of management, including Manchester Business School (UK), Cranfield School of Management (UK) and Macquarie Graduate School of Management (Australia). He was appointed as the world's first Professor of CRM in 1995, and remains an Adjunct Professor at MGSM.
Francis has authored, co-authored or edited 7 books, and over 100 peer-reviewed academic journal articles or conference papers. In addition, he is a frequent contributor to practitioner magazines, presenter at business conferences, and a serial blogger.
Francis has developed, run or contributed to many management development programs, and has advised or consulted to numerous for-profit and not-for-profit organizations in the UK, Australia, USA, Hong Kong, Singapore and New Zealand.
Although he quit full-time academic life in 2006, he still supervises doctoral candidates, and conducts customer-related research. Francis lives on Sydney's North Shore, is a qualified but reluctantly retired rugby union referee, enjoys cycling and kayaking, and rides a Suzuki.
Francis has degrees in management science, marketing and communication. His PhD was earned at the University of Massachusetts. He is an elected Fellow of the Chartered Institute of Marketing. He can be contacted at francis@buttleassociates.com. Find out more at www.buttleassociates.com
编辑推荐 Review "In the second edition of 'Customer Relationship Management: Concepts and Technologies', Francis Buttle has written the definitive CRM text book. Highly recommended for those seeking an unbiased and comprehensive understanding of CRM from strategy to technology. Buy it, read it, and refer to it often to stay on track for a successful CRM endeavor!" Bob Thompson, CEO, CustomerThink Corp. "Francis Buttle's book is a comprehensive, rigorously researched, contemporary overview of CRM that is generously illuminated with many case illustrations. He shows how CRM technologies in support of a well-tuned customer management strategy can deliver outstanding benefits throughout the customer life-cycle." Sampson Lee, President, GCCRM (Greater China CRM). "This lucid and content-packed book reads and informs like a charm. Buttle's refreshing treatment of CRM as a core business strategy is destined to become a classic. Highly recommended!" Fred Wiersema, business strategist, educator and author, The Discipline of Market Leaders. "This book is crisp, practical and stimulating. It combines Professor Buttle's considerable insights with practical examples and provides a step-by-step pragmatic approach to the application of CRM in business. The inclusion of an equally pragmatic understanding of CRM technology is an enhancing feature of the book. All senior management would benefit from reading it, particularly those who realise that profitable customers are the company's greatest asset and require foolproof guidance to retain them. Because of its sound academic basis, this book is equally beneficial for management students. Overall it represents a comprehensive reference/guide to business success." Professor John A Murphy, Manchester Business School, UK. "Absolutely the best exposition of Customer Relationship Management. Can't think of a better guide to increasing your performance and profits. This book belongs on the desk of every company that is serious about CRM. The wealth of information and insight is astonishing." Professor Philip Kotler, Kellogg School of Management, Northwestern University, USA. --Bob Thompson, CEO, CustomerThink Corp
"In the second edition of 'Customer Relationship Management: Concepts and Technologies', Francis Buttle has written the definitive CRM text book. Highly recommended for those seeking an unbiased and comprehensive understanding of CRM from strategy to technology. Buy it, read it, and refer to it often to stay on track for a successful CRM endeavor!"
Bob Thompson, CEO, CustomerThink Corp.
"Francis Buttle's book is a comprehensive, rigorously researched, contemporary overview of CRM that is generously illuminated with many case illustrations. He shows how CRM technologies in support of a well-tuned customer management strategy can deliver outstanding benefits throughout the customer life-cycle."
Sampson Lee, President, GCCRM (Greater China CRM).
"This lucid and content-packed book reads and informs like a charm. Buttle's refreshing treatment of CRM as a core
business strategy is destined to become a classic. Highly recommended!"
Fred Wiersema, business strategist, educator and author, The Discipline of Market Leaders.
"This book is crisp, practical and stimulating. It combines Professor Buttle's considerable insights with practical examples and provides a step-by-step pragmatic approach to the application of CRM in business. The inclusion of an equally pragmatic understanding of CRM technology is an enhancing feature of the book. All senior management would benefit from reading it, particularly those who realise that profitable customers are the company's greatest asset and require foolproof guidance to retain them. Because of its sound academic basis, this book is equally beneficial for management students. Overall it represents a comprehensive reference/guide to business success."
Professor John A Murphy, Manchester Business School, UK.
"Absolutely the best exposition of Customer Relationship Management. Can't think of a better guide to increasing your performance and profits. This book belongs on the desk of every company that is serious about CRM. The wealth of information and insight is astonishing."
Professor Philip Kotler, Kellogg School of Management, Northwestern University, USA. --Sampson Lee, President, GCCRM (Greater China CRM)
Review "In the second edition of 'Customer Relationship Management: Concepts and Technologies', Francis Buttle has written the definitive CRM text book. Highly recommended for those seeking an unbiased and comprehensive understanding of CRM from strategy to technology. Buy it, read it, and refer to it often to stay on track for a successful CRM endeavor!"
Bob Thompson, CEO, CustomerThink Corp.
"Francis Buttle's book is a comprehensive, rigorously researched, contemporary overview of CRM that is generously illuminated with many case illustrations. He shows how CRM technologies in support of a well-tuned customer management strategy can deliver outstanding benefits throughout the customer life-cycle."
Sampson Lee, President, GCCRM (Greater China CRM).
"This lucid and content-packed book reads and informs like a charm. Buttle's refreshing treatment of CRM as a core
business strategy is destined to become a classic. Highly recommended!"
Fred Wiersema, business strategist, educator and author, The Discipline of Market Leaders.
"This book is crisp, practical and stimulating. It combines Professor Buttle's considerable insights with practical examples and provides a step-by-step pragmatic approach to the application of CRM in business. The inclusion of an equally pragmatic understanding of CRM technology is an enhancing feature of the book. All senior management would benefit from reading it, particularly those who realise that profitable customers are the company's greatest asset and require foolproof guidance to retain them. Because of its sound academic basis, this book is equally beneficial for management students. Overall it represents a comprehensive reference/guide to business success."
Professor John A Murphy, Manchester Business School, UK.
"Absolutely the best exposition of Customer Relationship Management. Can't think of a better guide to increasing your performance and profits. This book belongs on the desk of every company that is serious about CRM. The wealth of information and insight is astonishing."
Professor Philip Kotler, Kellogg School of Management, Northwestern University, USA.
