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Customer Relationship Management: Concepts and Technologies
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Customer Relationship Management: Concepts and Technologies

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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 developme

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Paperback, Second Edition, 500 pages
Published October 14th 2008 by Butterworth-Heinemann (first published January 1st 2008)
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