Customer relationship management : (Record no. 11084)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03211nam a2200265 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9781032247441 |
| Terms of availability | TZS 126,360/= |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | MUL |
| Language of cataloging | eng. |
| Description conventions | AACR |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 PRI |
| 100 ## - MAIN ENTRY--AUTHOR NAME | |
| Personal name | PRIOR, D. D. (Author) |
| 245 ## - TITLE STATEMENT | |
| Title | Customer relationship management : |
| Sub 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 | Abingdon : |
| Name of publisher | Routledge , |
| Year of publication | c 2024. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | xxv, 345 p. ; |
| Other physical details | ill. ; |
| Dimensions | 25 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes p. 339 - 345 |
| 505 ## - Formatted Contents | |
| Formatted contents note | <br/>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 ## - 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"-- Provided by publisher |
| 546 ## - LANGUAGE NOTE | |
| Language note | eng. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Customer relationships |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Managing customer |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Customer relation |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | BUTTLE, F. |
| Titles and other words associated with a name | (Author) |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | MAKLAN, S. |
| Titles and other words associated with a name | (Author) |
| 942 ## - ADDED ENTRY ELEMENTS | |
| Item type | Book |
| Withdrawn status | Lost status | Damaged status | Not for loan | Permanent Location | Current Location | Date acquired | Source of acquisition | Full call number | Accession Number | Copy number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Mzumbe University Main Campus Library | Mzumbe University Main Campus Library | 25/06/2025 | MAK SOLUTION | 658.812 PRI | 0087489 | 1 | 15/07/2025 | Book | ||||
| Mzumbe University Main Campus Library | Mzumbe University Main Campus Library | 25/06/2025 | MAK SOLUTION | 658.812 PRI | 0087490 | 2 | 15/07/2025 | Book | ||||
| Mzumbe University Main Campus Library | Mzumbe University Main Campus Library | 25/06/2025 | MAK SOLUTION | 658.812 PRI | 0087491 | 3 | 15/07/2025 | Book | ||||
| Mzumbe University Main Campus Library | Mzumbe University Main Campus Library | 25/06/2025 | MAK SOLUTION | 658.812 PRI | 0087492 | 4 | 15/07/2025 | Book | ||||
| Mzumbe University Main Campus Library | Mzumbe University Main Campus Library | 25/06/2025 | MAK SOLUTION | 658.812 PRI | 0087493 | 5 | 15/07/2025 | Book |