Customer Relationship Management Third Edition is a Buttle and Maklan, clearly and without jargon, explain how CRM can Francis Buttle. : Customer Relationship Management: Concepts and Technologies (): Francis Buttle, Stan Maklan: Books. Stan Maklan has joined Francis Buttle as co-author. This book provides a comprehensive and balanced review of Customer Relationship Management.

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This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and buttlf management are implicated in this.


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This completely revised edition also includes:. Managers will appreciate the book’s freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations.

This second edition has been completely revised and updated with eight new chapters. Account Options Sign in. It also looks comprehensively at how CRM can be used throughout the customer My library Help Advanced Book Search.

Customer Relationship Management: Concepts and Technologies – Francis Buttle – Google Books

This completely revised edition also includes: User Review – Flag as inappropriate Very informative. Concepts and Technologies Francis Buttle Limited preview – Francis has spent most of the last 30 years in various academic roles around the world.

Francis has authored, co-authored or edited customet books, and over peer-reviewed academic journal articles or conference papers. In addition, he is a frequent contributor to practitioner magazines, presenter at business conferences, and a serial blogger. Francis has developed, run or contributed to many management development programs, and has advised or consulted to numerous for-profit and not-for-profit organizations in the UK, Australia, USA, Hong Kong, Singapore and New Zealand.


Although he quit full-time academic life inhe still supervises doctoral candidates, and conducts customer-related research. Francis lives on Sydney’s North Shore, is a qualified but reluctantly retired rugby union referee, enjoys cycling and kayaking, and rides a Suzuki.

Francis has degrees in management science, marketing and communication. His PhD was earned at the University of Massachusetts. He butttle an elected Fellow of the Chartered Institute of Marketing.

He can be contacted at francis buttleassociates. Find out more at www.