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Customer Relationship Management, Second Edition [Paperback]


Item Code : YOS-11690
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Customer Relationship Management, Second Edition [Paperback]

Product Details

  • Paperback: 522 Pages
  • Publisher: Butterworth-Heinemann; 2 edition (October 28, 2008)
  • Language: English
  • ISBN-13: 978-1856175227

Product Reviews

"In the second edition of 'Customer Relationship Management: Concepts and Technologies', Francis Buttle has written the definitive CRM text book. Highly recommended for those seeking an unbiased and comprehensive understanding of CRM from strategy to technology. Buy it, read it, and refer to it often to stay on track for a successful CRM endeavor!" Bob Thompson, CEO, CustomerThink Corp.

"Francis Buttle's book is a comprehensive, rigorously researched, contemporary overview of CRM that is generously illuminated with many case illustrations. He shows how CRM technologies in support of a well-tuned customer management strategy can deliver outstanding benefits throughout the customer life-cycle." Sampson Lee, President, GCCRM (Greater China CRM).

"Absolutely the best exposition of Customer Relationship Management. Can't think of a better guide to increasing your performance and profits. This book belongs on the desk of every company that is serious about CRM. The wealth of information and insight is astonishing." Professor Philip Kotler, Kellogg School of Management, Northwestern University, USA.

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