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

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 profit. Customer relationship management is grounded on high quality customer data and enabled by information technology.

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 IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development.

Because 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, human resource, and IT management. Customer relationship management ’s influence also extends beyond the company to touch on partner and supplier relationships.


TABLE OF CONTENTS

Foreword
Preface
Acknowledgements
About the authors

1. Making sense of customer relationship management
2. The customer relationship management value chain
3. Information technology for customer relationship management
4. Customer portfolio analysis
5. Customer intimacy
6. Creating and managing networks
7. Creating value for customers
8. Managing the customer lifecycle: customer acquisition
9. Managing the customer lifecycle: customer retention and
development
10. Organizing for customer relationship management

Index