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Advances in Customer Relationship Management

Editor

Listed:
  • Daniel Catalan-Matamoros

Abstract

Customer relationship management (CRM) strategies have become increasingly important worldwide due to changes in expectations from customers as well as changes in the nature of markets. This book puts forth a conceptualization that attempts to not only outline CRM's domain but also to reconcile the divergent perspectives found in the academic and popular literature. Readers can see through measurable data-containing examples how the theory is applied with great success by various real-life examples. This book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It could be a great help to CRM personnel, student, managers and any one that works directly or indirectly with customers.

Individual chapters are listed in the "Chapters" tab

Suggested Citation

  • Daniel Catalan-Matamoros (ed.), 2012. "Advances in Customer Relationship Management," Books, IntechOpen, number 2193, January-J.
    • Handle: RePEc:ito:pbooks:2193
    DOI: 10.5772/1795
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    File URL: https://www.intechopen.com/books/2193
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    Book Chapters

    The following chapters of this book are listed in IDEAS

    More about this item

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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