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005 20180517084117.0
010   $a1-315-68783-6
010   $a1-317-41933-2
010   $a1-317-41932-4
024 7 $a10.4324/9781315687834 
035   $a(CKB)4340000000024003
035   $a(MiAaPQ)EBC4767435
035   $a(OCoLC)967736875
035   $a(EXLCZ)994340000000024003
100   $a20180706d2017      uy         0
101 0 $aeng
135   $aurcnu||||||||
181   $2rdacontent
182   $2rdamedia
183   $2rdacarrier
200 10$aCustomer relationship management $ethe foundation of contemporary marketing strategy /$fRobert J. Galka and Roger J. Baran
205   $aSecond edition.
210  1$aNew York ;$aLondon :$cRoutledge,$d2017.
215   $a1 online resource (607 pages) $cillustrations
300   $aRevised edition of CRM, 2013.
311   $a1-138-91951-9 
320   $aIncludes bibliographical references and index.
327   $aCRM theory and development -- Introduction to customer relationship management -- The history and development of CRM -- Relationship marketing and CRM -- Organization and CRM -- Data management and technology -- CRM and data management -- Technology and data platforms -- Database and customer data development -- Marketing strategy -- Business-to-business CRM -- Understanding the customer-company profit chain : satisfaction, loyalty, retention, and profits -- The CRM strategy cycle : acquisition, retention, and win-back -- Privacy and ethics considerations -- CRM evaluation -- CRM program measurement and tools -- CRM new horizons -- Social networking and CRM -- CRM trends, challenges, and opportunities.
517 3 $aCRM
606   $aCustomer relations$xManagement
615  0$aCustomer relations$xManagement.
676   $a658.8/02
676   $a658.802
700   $aGalka$b Robert J.$01211228
701   $aBaran$b Roger J$g(Roger Joseph),$f1945-$01211229
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910155144803321
996   $aCustomer relationship management$92795902
997   $aUNINA