Principles of Customer Relationship Management
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Book Overview
The textbook is lively and will hold students' interest with its unusual and interesting vignettes from the gaming, hotel, banking, airline, charge-card, supermarket, retailing, and package goods... This description may be from another edition of this product.
Format:Hardcover
Language:English
ISBN:0324322380
ISBN13:9780324322385
Release Date:January 2007
Publisher:Thomson South-Western
Length:511 Pages
Weight:2.55 lbs.
Dimensions:1.0" x 8.3" x 10.1"
Customer Reviews
2 ratings
textbook
Published by Thriftbooks.com User , 14 years ago
Book arrived in better condition than expected and in less time than stated which was great since it was for a class I was taking.
Decent Primer on CRM
Published by Thriftbooks.com User , 15 years ago
This textbook was required for a graduate-level course I took in CRM. The course and the instructor were terrible, but the book was the saving grace. I've only read one other book on customer relationship management (not a textbook), so I didn't have a lot to compare it to. Neverless, I found a lot of valuable information here. The book is very easy-to-read, though it's sometimes redundant and could use a little streamlining. One of the things that I appreciated was that the book focuses more on the processes of CRM, rather than just the technology. The other thing I really appreciate is the practicality of the book: a great deal of the information is actionable in the real-world. I'd recommend the book for anyone just getting started in any customer-facing or customer-analysis role; I'd also recommend it for anyone considering the implementation of a new CRM technology system. Rick Wingender / Knoxville, TN
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