Customer relationship management / Hazel Nelson
By: Nelson, Hazel [author.].
Series: Textbook series.New York, NY, USA : Larsen and Keller Education, ©2023Description: viii, 220 pages : color illustrations ; 26 cm.ISBN: 9781641722087.Subject(s): Customer relations -- Management | Customer relations | Customer services | ManagementDDC classification: 658.812 N33| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
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Books
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College Library General Circulation Section | GC | GC 658.812 N33 2023 (Browse shelf) | Available | HNU004859 |
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| GC 658.812 A77 2019 3G handy guide : | GC 658.812 B28 Finding the profit in customer satisfaction / | GC 658.812 B98 Customer relationships management / | GC 658.812 N33 2023 Customer relationship management / | GC 658.812 T41 2022 Quality service management in tourism and hospitality / | GC 658.812 T48 Customer service / | GC 658.82 M61 The ASTD trainer's sourcebook / |
Includes index.
Introduction
Concepts of Customer Relationship Management
Consumer Behavior
Customer Service
Customer Experience
Customer Knowledge Management
Customer relationship management refers to an approach for the management of the interaction of a company with current and potential customers. It utilizes data analysis about customers' history with a company in order to improve business relationships with customers. It primarily focuses on customer retention and driving sales growth. One of the most important aspects of this approach is the systems of CRM that collect data from diverse communication channels such as telephone, company's website, email, marketing materials, live chat and social media. There are various types of customer relationship management such as strategic, operational, analytical and collaborative customer relationship management.
College of Business and Accountancy Bachelor of Science in Business Administration Major in Marketing Management
In English
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