MARC details
| 000 -LEADER |
|---|
| fixed length control field |
02572cam a22002655a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
18250053 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20160828115836.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
140801s2015 enka frb 001 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781138789838 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Language of cataloging |
eng |
| Transcribing agency |
DLC |
| Modifying agency |
DLC |
| -- |
EG-ScBUE |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 |
| Edition number |
22 |
| Item number |
BUT |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Buttle, Francis |
| 9 (RLIN) |
40920 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Customer relationship management : |
| Remainder of title |
concepts and technologies / |
| Statement of responsibility, etc |
Francis Buttle and Stan Maklan. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
3rd ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Oxon ; |
| -- |
New York : |
| Name of publisher, distributor, etc |
Routledge / Taylor & Francis Group, |
| Date of publication, distribution, etc |
2015 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxv, 400 p. : |
| Other physical details |
ill. ; |
| Dimensions |
26 cm. |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Index : p. 391-400. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
"This much-anticipated new edition of the bestseller Customer Relationship Management provides a comprehensive and balanced review of CRM, now with substantial revisions responding to the recent changes in CRM practice. The book explains what CRM is, the benefits it delivers, the contexts in which it is used, the technologies that are deployed, and how it can be implemented. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: - Updated instructor support materials online - Full colour interior - Brand new international case illustrations from many industry settings - Substantial revisions throughout, including new content on: o Social media and social CRM o Big data and unstructured data o Recent advances in analytical CRM including next best action solutions o Marketing, sales and service automation o Customer self-service technologies o Making the business case and realising the benefits of investment in CRM Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management"-- |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations |
| General subdivision |
Management. |
| Source of heading or term |
BUEsh |
| 9 (RLIN) |
36922 |
| 651 ## - SUBJECT ADDED ENTRY--GEOGRAPHIC NAME |
|---|
| Source of heading or term |
BUEsh |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Resource For college |
BAEPS, Business Administration |
| Arrived date list |
August 2016 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Maklan, Stan. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| 952 ## - LOCATION AND ITEM INFORMATION (KOHA) |
|---|
| -- |
2016-08-28 |