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· 제목 : Customer Relationship Management : Concepts and Technologies (Hardcover, 4 ed)
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9781138498266
· 쪽수 : 444쪽
· 출판일 : 2019-05-09
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9781138498266
· 쪽수 : 444쪽
· 출판일 : 2019-05-09
목차
Preface
List of Figures
List of Tables
Acknowledgements
Section A: Understanding Customer Relationships
1. Introduction to CRM
2. Understanding Relationships
3. Managing the Customer Journey: Customer Acquisition
4. Managing the Customer Journey: Customer Retention and Development
Section B: Strategic CRM
5. Customer Portfolio Management
6. Managing Customer-Experienced Value
7. Managing customer experience
Section C: Operational CRM
8. Marketing Automation
9. Sales force automation
10. Service Automation
Section D: Analytical CRM
11. Developing and Managing Customer-Related Databases
12. Using Customer-Related Data
Section E: Realizing the Benefits of CRM
13. Planning to Succeed
14. Implementing CRM
Section F: Looking to the Future
15. The Future
Index
