Customer Relationship Management Third Edition is a Buttle and Maklan, clearly and without jargon, explain how CRM can Francis Buttle. : Customer Relationship Management: Concepts and Technologies (): Francis Buttle, Stan Maklan: Books. Stan Maklan has joined Francis Buttle as co-author. This book provides a comprehensive and balanced review of Customer Relationship Management.

Author: Kajilkree Duzshura
Country: Ghana
Language: English (Spanish)
Genre: Relationship
Published (Last): 25 March 2018
Pages: 315
PDF File Size: 20.83 Mb
ePub File Size: 7.66 Mb
ISBN: 143-6-70401-360-2
Downloads: 26191
Price: Free* [*Free Regsitration Required]
Uploader: Nikoktilar

Great book for CRM.

He is an elected Fellow of the Chartered Institute of Marketing. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, Routledge; 3 edition 2 February Language: Visit our Help Pages. Although he quit full-time academic life inhe still supervises doctoral candidates, and conducts customer-related research.

Got it as a franics and it was great! Contents 1 Making sense of customer relationship management. Find out more at www. This completely revised edition also includes: Social media and social CRM Big data and unstructured data Recent advances in analytical CRM including next best action solutions Marketing, sales and service automation Customer self-service technologies Making the business case and realising the benefits of investment in CRM Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.

Francis has degrees in management science, marketing and communication. Well-grounded academically, this book is equally beneficial for management students.

Delivery and Returns see our delivery rates and policies thinking of returning an item? The wealth of information and insight is astounding.


Because customer relationship management is a core business strategy the book demonstrates how it has influence cuwtomer the entire business, in areas such as strategic, marketing, operations, human resource, and IT management.

Customer Relationship Management: Concepts and Tools – Francis Buttle – Google Books

A definite reference for managers looking to take customer-centered strategies to the next level. Page 1 of 1 Start over Page 1 of 1. Audible Download Audio Books.

Their coverage of CRM technology is an enhancing feature of the book.

Updated instructor support materials online Full colour interior Brand new international case illustrations from many industry managemeht Substantial revisions throughout, including new content on: Although he quit full-time academic life inhe still supervises doctoral candidates, and conducts customer-related research.

I use this book to teach CRM and i think it’s an excellent tool. Francis has degrees in management relationshp, marketing and communication. Francis has spent most of the last 30 years in various academic roles around the world.

Read more Read less. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Find out more at www.

Then you can start reading Kindle books on your smartphone, tablet, or computer – no Kindle device required. He can be contacted at francis buttleassociates. This buttoe edition has been completely revised and updated with eight new chapters.

Frandis book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. Customer relationship management is grounded on high quality customer data and enabled by information technology.


This book belongs on the desk of every company that is serious about CRM. Techniques for Analyzing Industries and Competitors. I’d like to read this book on Kindle Don’t have a Kindle?

Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development.

Follow the Author

Please try again later. Concepts and Technologies Francis Buttle Limited preview – An Instructor’s PowerPoint pack is available to lecturers who adopt the book. His PhD was earned at the University of Massachusetts. Other editions – View all Customer Relationship Management: Shopbop Designer Fashion Brands.

Here’s how terms and conditions apply. Account Options Sign in. The book is a comprehensive and fully developed textbook on customer relationship management. Francis lives on Sydney’s North Shore, is a qualified but reluctantly retired rugby union referee, enjoys cycling and kayaking, and rides a Suzuki.

Concepts and ToolsVolume manwgement Most helpful customer reviews on Amazon. Franciw to Know Us. Managers will appreciate the book’s freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations.

Selected pages Title Page. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this.