Customer relationship management : (Record no. 142328)

MARC details
000 -LEADER
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001 - CONTROL NUMBER
control field BDZ0053090479
003 - CONTROL NUMBER IDENTIFIER
control field StDuBDS
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20240521140142.0
006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS
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007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION
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008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 231114s2024 enka fob 001|0 eng|d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781000965834 (ePub ebook) :
Terms of availability 59.99
040 ## - CATALOGING SOURCE
Original cataloging agency StDuBDS
Language of cataloging eng
Description conventions rda
-- pn
Transcribing agency StDuBDS
Modifying agency StDuBDSZ
072 #7 - SUBJECT CATEGORY CODE
Subject category code BUS
Source ukslc
072 #7 - SUBJECT CATEGORY CODE
Subject category code KJ
Source bicssc
072 #7 - SUBJECT CATEGORY CODE
Subject category code UY
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Subject category code KC
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072 #7 - SUBJECT CATEGORY CODE
Subject category code KJSM
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Subject category code UN
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Subject category code KJ
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Subject category code UY
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072 #7 - SUBJECT CATEGORY CODE
Subject category code KC
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Subject category code KJSM
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Subject category code UN
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072 #7 - SUBJECT CATEGORY CODE
Subject category code KCK
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072 #7 - SUBJECT CATEGORY CODE
Subject category code KJMV7
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072 #7 - SUBJECT CATEGORY CODE
Subject category code KJS
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072 #7 - SUBJECT CATEGORY CODE
Subject category code KJSG
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072 #7 - SUBJECT CATEGORY CODE
Subject category code KJSU
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082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.812
Edition number 23
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Prior, Daniel D.,
Relator term author.
245 10 - TITLE STATEMENT
Title Customer relationship management :
Remainder of title concepts, applications and technologies /
Statement of responsibility, etc. Daniel Prior, Francis Buttle, Stan Maklan.
250 ## - EDITION STATEMENT
Edition statement 5th edition.
264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE
Place of production, publication, distribution, manufacture London :
Name of producer, publisher, distributor, manufacturer Routledge,
Date of production, publication, distribution, manufacture, or copyright notice 2024.
300 ## - PHYSICAL DESCRIPTION
Extent 1 online resource (338 pages) :
Other physical details illustrations (black and white, and colour)
336 ## - CONTENT TYPE
Content type term text
Source rdacontent
336 ## - CONTENT TYPE
Content type term still image
Source rdacontent
337 ## - MEDIA TYPE
Media type term computer
Source rdamedia
338 ## - CARRIER TYPE
Carrier type term online resource
Source rdacarrier
366 ## - TRADE AVAILABILITY INFORMATION
Detailed date of publication 20240123
Availability status code In stock
500 ## - GENERAL NOTE
General note Previous edition: published as by Francis Buttle and Stan Maklan. 2019.
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc. note Includes bibliographical references and index.
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note Section A: Understanding Customer Relationships 1. An Introduction to CRM 2. Understanding Customer-Supplier Relationships Section B: Strategic CRM 3. Managing the Customer Journey: Customer Acquisition 4. Managing the Customer Journey: Customer Retention and Development 5. Managing Customer Perceived Value 6. Customer Portfolio Management Section C: Operational CRM 7. Marketing Automation (MA) 8. Sales Force Automation 9. Service Automation Section D: Analytical CRM 10. Using Customer-Related Data for Analytics 11. Developing and Managing Customer-Related Databases Section E: Implementing CRM Systems 12. Planning and Organising for CRM 13. Implementing CRM Section F: The Future 14. Current Developments in CRM
520 8# - SUMMARY, ETC.
Summary, etc. This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers.
Expansion of summary note This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications, and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers.Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis, and presentation for decision making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments A greater emphasis on managerial applications of CRM through new content to help guide managers An updated account of new and emerging technologies relevant to CRM Expanded coverage of customer experience (CX), customer engagement (CE), and customer journey management (CJM) Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management, and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor's Manual, chapter-by-chapter PowerPoint slides, and a bank of exam questions.
588 ## - SOURCE OF DESCRIPTION NOTE
Source of description note Description based on CIP data; resource not viewed.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer relations
General subdivision Management.
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Business and Management.
Source of heading or term ukslc
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Business & Management
Source of heading or term thema
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Computer science
Source of heading or term thema
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Economics
Source of heading or term thema
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Market research
Source of heading or term thema
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Databases
Source of heading or term thema
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Behavioural economics
Source of heading or term thema
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Sales & marketing management
Source of heading or term thema
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Sales & marketing
Source of heading or term thema
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Web-marketing
Source of heading or term thema
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services
Source of heading or term thema
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Buttle, Francis,
Relator term author.
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Maklan, Stan,
Relator term author.
776 08 - ADDITIONAL PHYSICAL FORM ENTRY
Relationship information Print version :
International Standard Book Number 9781032280608
856 40 - ELECTRONIC LOCATION AND ACCESS
Uniform Resource Identifier <a href="https://www.vlebooks.com/product/openreader?id=WestLondon&accId=8832856&isbn=9781000965834">https://www.vlebooks.com/product/openreader?id=WestLondon&accId=8832856&isbn=9781000965834</a>
Public note Open e-book
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme Dewey Decimal Classification
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Home library Current library Date acquired Source of acquisition Cost, normal purchase price Total Checkouts Date last seen Cost, replacement price Price effective from Koha item type
    Dewey Decimal Classification     Electronic publication Electronic publication 17/05/2024 70 1050.00   17/05/2024 1050.00 17/05/2024 E-book