Customer Relationship Management Theory and Methods

Author: Qi Jiayin
Publisher:
Publish Date: 2006-09-01
Features: This book is one of the "Advanced Manufacturing Management Series," consisting of 8 chapters that discuss three main themes of Customer Relationship Management (CRM): concepts, methods, and fundamental marketing theories; technology and system design; and enterprise implementation. When elaborating on these three themes, the book strives to select cutting-edge arguments, conduct in-depth analysis, and support theories with case studies. Therefore, the book is characterized by the of management concepts, the thoroughness of analysis, and the practicality of outcomes. The book is suitable for the following readers and reference materials: middle and senior management decision-makers in service industries such as telecommunications, finance, securities, and catering; marketing managers; customer service managers; and IT planning managers; CRM software designers; CRM management consultants; researchers, PhD students, and master's students in universities and colleges.