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Customer Relationship Management [electronic resource] : A Global Perspective

By: Contributor(s): Material type: Computer fileComputer filePublisher number: 9780754671565Publication details: Farnham : Ashgate Publishing Ltd, 2010.ISBN:
  • 9781409405405
Subject(s): Genre/Form: Additional physical formats: Print version:: Customer Relationship Management : A Global PerspectiveDDC classification:
  • 658.812
LOC classification:
  • HF5415.5
Online resources:
Contents:
Cover; Contents; List of Figures; 1 Customer Relationship Management: Global and Local Dimensions; 2 Customer Orientation; 3 Product Quality; 4 Customer Satisfaction; 5 Customer Retention; 6 Customer Value; 7 Company Success: Customer Relationship Management and the Balanced Scorecard; 8 Challenges for Global Customer Relationship Management; Appendix: Case Studies on Customer Relationship Management; 1 Customer Satisfaction at Paradorn Bank; 2 The Case of Discovery; 3 AB Swedish Lumber; 4 The Case of Leban, Inc. and the Croatian Frozen Packaged Foods Market; 5 Customer Orientation at Tesco
6 Mikhak Fresh Cut FlowersBibliography; Index
Summary: Customer Relationship Management combines marketing and relationship theory with practical advice to enable students and practitioners to understand the philosophy and significance of CRM. The book illustrates how leading companies are using techniques such as customer orientation, retention, global relationship management and performance management through the Balanced Scorecard to develop long-term, sustainable advantage.
Holdings
Item type Home library Call number Status Date due Barcode Item holds
Electronic Resource Electronic Resource UH Online Library Ebooks Not for loan
Total holds: 0

Enhanced descriptions from Syndetics:

Description based upon print version of record.

Cover; Contents; List of Figures; 1 Customer Relationship Management: Global and Local Dimensions; 2 Customer Orientation; 3 Product Quality; 4 Customer Satisfaction; 5 Customer Retention; 6 Customer Value; 7 Company Success: Customer Relationship Management and the Balanced Scorecard; 8 Challenges for Global Customer Relationship Management; Appendix: Case Studies on Customer Relationship Management; 1 Customer Satisfaction at Paradorn Bank; 2 The Case of Discovery; 3 AB Swedish Lumber; 4 The Case of Leban, Inc. and the Croatian Frozen Packaged Foods Market; 5 Customer Orientation at Tesco

6 Mikhak Fresh Cut FlowersBibliography; Index

Customer Relationship Management combines marketing and relationship theory with practical advice to enable students and practitioners to understand the philosophy and significance of CRM. The book illustrates how leading companies are using techniques such as customer orientation, retention, global relationship management and performance management through the Balanced Scorecard to develop long-term, sustainable advantage.