| LEADER 00000nam 2200000uu 4500 |
| 003 cmu |
| 008 121015s2005||||th 000 0 eng d |
| 020 ^a9780273681779 |
| 099 ^aMK 33 |
| 100 1 ^aPeelen, Ed. |
| 245 10 ^aCustomer relationship management /^cEd. Peelen |
| 260 ^aHarlow, England :^bPrentice Hall,^c2005 |
| 300 ^axvi, 433 p |
| 504 ^aIncludes bibliographical references and index |
| 505 0 ^aPt.I^tStrategy and organization of CRM --^tCustomer-supplier relationships --^tCRM as an integral business strategy --^tThe relationship-oriented organisation -- Pt.II^tCRM Marketing aspects --^tCustomer knowledge --^tCommunication and multichannels --^tThe individualised customer proposition --^tThe relationship policy -- Pt.III^tAnalytical CRM --^tRelationship data management --^tDataanalysis and datamining --^tSegmentation and selections --^tRetention and cross-sell analyses --^tThe effects of marketing activities --^tReporting results -- Pt.IV^tOperational CRM --^tCall centre management --^tInternet and the website --^tDirect mail -- Pt.V^tCRM systems and their implementation --^tCRM Systems --^tImplementation ofCRM systems --^tThe Future |
| 650 0 ^aCustomer relations^xManagement |
| 999 ^aไชยวัฒน์ วงค์สุวรรณ์ |
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