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This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes: * A Tutor Resource pack available to instructors who adopt this text * Case examples illustrating CRM in practice * Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with eight new chapters.

'McKinty's Troubles-set tales of sarky Belfast cop Sean Duffy are becoming one of the great crime series ...Brilliant!' - THE SUN SHORTLISTED FOR THE THEAKSTON'S OLD PECULIER CRIME NOVEL OF THE YEAR AWARD SPINETINGLER AWARD WINNER NED KELLY AWARD WINNER STEEL DAGGER AWARD SHORTLISTED It's just the same things over and again for Sean Duffy. Riot duty. Heartbreak. Cases he can solve but never get to court. But what Customer Relationship Management: Concepts and Technologies free epub detective gets two locked room mysteries in one career? When journalist Lily Bigelow is found dead in the courtyard of Carrickfergus castle, it looks like a suicide. But there are just a few things that bother Duffy enough to keep the case file open. Which is how he finds out that she was working on a devastating investigation of corruption and abuse at the highest levels of power in the UK and beyond. And so Duffy has two impossible problems on his desk: who killed Lily Bigelow? And what were they trying to hide? BOOK 5 IN THE DETECTIVE SEAN DUFFY SERIES

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Author: Francis Buttle,Stan Maklan
Number of Pages: 528 pages
Published Date: 14 Oct 2008
Publisher: Taylor & Francis Ltd
Publication Country: Oxford, United Kingdom
Language: English
ISBN: 9781856175227
Download Link: Click Here
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