Description: Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a Customer relationship management is grounded on high quality customer data and enabled by information The book is a comprehensive and fully developed textbook on customer relationship management Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations...

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