Customer Relationship Management: Concepts and Technologies (3rd Edition) – PDF

The third edition of the eBook entitled “Customer Relationship Management: Concepts and Technologies” is now available, and it was updated to include the most recent developments in CRM practice. In this PDF eBook, you will learn about the concept of CRM, its benefits, the technologies employed, and how to implement it into your business. The authors, Buttle and Maklan, provide a guide to every aspect of CRM and explain, in simple terms, how it can be used in customer acquisition, retention, and development. This edition features full-color illustrations and new case studies from many industry settings around the world. It also includes new content, such as social media and social CRM, big data and unstructured data, customer self-service technologies, marketing, sales, and service automation, recent advances in analytical CRM (including next best action solutions), making the business case, and realizing the benefits of investing in CRM. This eBook is perfect for university students studying CRM and related subjects, as well as industry professionals, managers involved in CRM programs, and those pursuing professional qualifications or accreditation in marketing, sales, or service management. Please note that this sale only includes the eBook in PDF format, and no access codes are included.