This guide shows how CRM (customer relationship management) uses technology to merge everything you know about a customer in one place, merge all the systems th

Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The boo

The professional and student marketer's ultimate reference and handbook for strategic CRM.

This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtai

To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best frien