MIU

Customer relationship management : (Record no. 12852)

MARC details
000 -LEADER
fixed length control field 02836cam a2200313 a 4500
001 - CONTROL NUMBER
control field 18250053
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20230711125315.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 140801s2015 enka f b ||1 | eng d
010 ## - LIBRARY OF CONGRESS CONTROL NUMBER
LC control number 2014028109
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781138789821 (hardback)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781138789838 (paperback)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
Cancelled/invalid ISBN 9781315764597 (ebook)
040 ## - CATALOGING SOURCE
Original cataloging agency DLC
Language of cataloging eng
Transcribing agency DLC
Modifying agency DLC
-- EG-CaMIU
082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.812
Edition number 21
Item number B.F. C 2015
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Buttle, Francis.
9 (RLIN) 19202
245 10 - TITLE STATEMENT
Title Customer relationship management :
Remainder of title concepts and technologies /
Statement of responsibility, etc Francis Buttle and Stan Maklan.
250 ## - EDITION STATEMENT
Edition statement 3rd ed.
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication, distribution, etc London ;
-- New York :
Name of publisher, distributor, etc Routledge, Taylor & Francis,
Date of publication, distribution, etc 2015.
300 ## - PHYSICAL DESCRIPTION
Extent xxv, 400 p. :
Other physical details ill. ;
Dimensions 26 cm.
336 ## - CONTENT TYPE
Source rdacontent
Content type term text
Content type code txt
337 ## - MEDIA TYPE
Source rdamedia
Media type term unmediated
Media type code n
338 ## - CARRIER TYPE
Source rdacarrier
Carrier type term volume
Carrier type code nc
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc Includes bibliographical references and index.
520 ## - SUMMARY, ETC.
Summary, etc "This much-anticipated new edition of the bestseller Customer Relationship Management provides a comprehensive and balanced review of CRM, now with substantial revisions responding to the recent changes in CRM practice. The book explains what CRM is, the benefits it delivers, the contexts in which it is used, the technologies that are deployed, and how it can be implemented. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: - Updated instructor support materials online - Full colour interior - Brand new international case illustrations from many industry settings - Substantial revisions throughout, including new content on: o Social media and social CRM o Big data and unstructured data o Recent advances in analytical CRM including next best action solutions o Marketing, sales and service automation o Customer self-service technologies o Making the business case and realising the benefits of investment in CRM Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management"--
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Customer relations
General subdivision Management.
9 (RLIN) 11703
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Maklan, Stan.
9 (RLIN) 19203
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme Dewey Decimal Classification
Item type Books
Suppress in OPAC 658.812 B.F. C 2015
945 ## - LOCAL PROCESSING INFORMATION (OCLC)
d Business
Holdings
Date last seen Total Checkouts Full call number Barcode Date last borrowed Cost, replacement price Price effective from Koha item type Lost status Source of classification or shelving scheme Damaged status Not for loan Withdrawn status Home library Current library Shelving location Date acquired Source of acquisition
09/01/2024 4 658.812 B.F. C 2015 00017477 09/01/2024 918.85 03/06/2017 Books   Dewey Decimal Classification       Main Library Main Library Main Stacks 03/06/2017 The Middle East Observer

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