Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of C

CRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a ma

This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effecti

Social CRM is already enabling innovative companies to engage customers through powerfully effective two-way dialogues, and to build customer-centric strategies

Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach wa