Advances in Customer Relationship Management

Edited by Daniel Catalan-Matamoros, ISBN 978-953-51-0516-9, 154 pages, Publisher: InTech, Chapters published April 11, 2012 under CC BY 3.0 license
DOI: 10.5772/1795
Edited Volume

Customer relationship management (CRM) strategies have become increasingly important worldwide due to changes in expectations from customers as well as changes in the nature of markets. This book puts forth a conceptualization that attempts to not only outline CRM's domain but also to reconcile the divergent perspectives found in the academic and popular literature. Readers can see through measurable data-containing examples how the theory is applied with great success by various real-life examples. This book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It could be a great help to CRM personnel, student, managers and any one that works directly or indirectly with customers.

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• Chapter 1  An Overview to Customer Relationship Managementby Daniel Catalán-Matamoros
• Chapter 2  Customer Relationship Management and Business Intelligenceby Aida Habul and Amila Pilav-Velić
• Chapter 3  Investigating Customers' Perceptions Towards Text Messaging Services as a CRM Mediumby Nichaya Suntornpithug and Pasu Suntornpithug
• Chapter 4  Customer Relationship Marketing: Customer-Centric Processes for Engendering Customer- Firm Bonds and Optimizing Long-Term Customer Valueby Namita Bhatnagar
• Chapter 5  Business Intelligence Through Personalised Location-Aware Service Deliveryby Tanko Ishaya
• Chapter 6  Development of a Service Framework for Library Users from Customer Relationship Management Perspectiveby Shiow-Luan Wang
• Chapter 7  Dual Approach to the Modelling Single Product Demand Curves in the Next Best Offer CRM Problemby Džulijana Popović
• Chapter 8  Business Intelligence in Telecoms Industry: A Service Oriented Approachby Tanko Ishaya and Musiliudeen Folarin