Customer Relationship Management : Concepts and Technologies (Paperback, 3 New edition)

Section A  1.Introduction to CRM  2.Understanding Relationships  Section B: Strategic CRM  3.Managing the Customer Lifecycle: Customer Acquisition  4.Managing the Customer Lifecycle: Customer Retention and Development  5.Customer Portfolio Management  6.How to Deliver Customer-Experienced Value  7.Managing Customer Experience  Section C: Operational CRM  8.Sales force automation  9.Marketing 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