| 000 -LEADER |
|---|
| fixed length control field |
02745cam a2200289 i 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
jomaaum |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20250717114410.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
230615s2024 enk b 001 0 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781032247441 |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.5 |
| Item number |
.B875 2024 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 |
| Edition number |
23 |
| Item number |
P958 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Prior, Daniel D., |
| Relator term |
author. |
| 9 (RLIN) |
46730 |
| 245 10 - IMMEDIATE SOURCE OF ACQUISITION NOTE |
|---|
| Title |
Customer relationship management : |
| Remainder of title |
concepts, applications and technologies / |
| Statement of responsibility, etc |
Daniel D. Prior, Francis Buttle, and Stan Maklan. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
5th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
London : |
| Name of publisher, distributor, etc |
Routledge, |
| Date of publication, distribution, etc |
2024. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxv, 345 p. ; |
| Dimensions |
26 cm |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and index. |
| 520 ## - 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. 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"-- |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations |
|
|---|
| Topical term or geographic name as entry element |
Management |
| 9 (RLIN) |
15817 |
|
|---|
| Topical term or geographic name as entry element |
Marketing |
| 9 (RLIN) |
15042 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Buttle, Francis, |
| Relator term |
author. |
| 9 (RLIN) |
46731 |
|
|---|
| Personal name |
Maklan, Stan, |
| Relator term |
author. |
| 9 (RLIN) |
46732 |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY |
|---|
| Display text |
Online version: |
| Main entry heading |
Prior, Daniel D. |
| Title |
Customer relationship management |
| Edition |
Fifth edition. |
| Place, publisher, and date of publication |
Abingdon, Oxon ; New York, NY : Routledge, 2024 |
| International Standard Book Number |
9781003295150 |
| Record control number |
(DLC) 2023018419 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Item type |
Book |
