MARC record from Internet Archive

LEADER: 04048cam 22007094a 4500
001 ocm51743568
003 OCoLC
005 20201108221530.0
008 030602s2003 njua b 001 0 eng
010 $a 2003544944
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020 $a0471271373
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035 $a(OCoLC)51743568$z(OCoLC)992288443$z(OCoLC)1191450820
042 $apcc
050 00 $aHF5415.55$b.Z55 2003
082 04 $a658.812$221
100 1 $aZikmund, William G.
245 10 $aCustomer relationship management :$bintegrating marketing strategy and information technology /$cWilliam G. Zikmund, Raymond McLeod, Jr., Faye W. Gilbert.
260 $aHoboken, N.J. :$bWiley,$c©2003.
300 $axix, 179 pages :$billustrations ;$c24 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references and indexes.
505 0 $aThe nature of customer relationship management -- Understanding customer differences -- Information technology and collecting customer data -- The CRM data warehouse -- Customer loyalty -- Customer retention strategies -- Winback and acquisition strategies -- Sales force automation and automated customer service centers -- The basics of data mining, online analytical processing, and information presentation -- Measuring customer satisfaction and loyalty -- Issues for implementing CRM systems.
520 $a"To develop an integrated view of the customer base, successful executives must understand both marketing concepts and information system architecture. This groundbreaking book explores the emerging field of customer relationship management (CRM) from the crossroads or marketing strategy and information technology. Business students and executives will appreciate both the treatment of relevant marketing and information systems concepts and the coverage of practical techniques for the creation of a successful CRM system."--Back cover.
650 0 $aRelationship marketing.
650 0 $aCustomer relations$xManagement.
650 0 $aCustomer relations$xManagement$xData processing.
650 6 $aMarketing relationnel.
650 6 $aRelations avec la clientèle$xGestion.
650 6 $aRelations avec la clientèle$xInformatique.
650 7 $aCustomer relations$xManagement.$2fast$0(OCoLC)fst00885539
650 7 $aCustomer relations$xManagement$xData processing.$2fast$0(OCoLC)fst00885540
650 7 $aRelationship marketing.$2fast$0(OCoLC)fst01093590
650 4 $aRelaciones con los clientes$xAdministración.
650 4 $aRelaciones con los clientes$xAdministración$xProcesamiento de datos.
700 1 $aMcLeod, Raymond.
700 1 $aGilbert, Faye W.
856 41 $3Table of contents$uhttp://catdir.loc.gov/catdir/toc/wiley032/2003544944.html
856 41 $3Table of contents$uhttp://digitool.hbz-nrw.de:1801/webclient/DeliveryManager?application=DIGITOOL-3&owner=resourcediscovery&custom_att_2=simple_viewer&user=GUEST&pid=740488
856 42 $3Publisher description$uhttp://catdir.loc.gov/catdir/description/wiley038/2003544944.html
856 4 $3Cover$uhttp://swbplus.bsz-bw.de/bsz106532197cov.htm$v20090323062544
938 $aBaker & Taylor$bBKTY$c61.10$d61.10$i0471271373$n0004004050$sactive
938 $aBaker and Taylor$bBTCP$n2003544944
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938 $aYBP Library Services$bYANK$n100328122
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029 1 $aNLGGC$b243020155
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948 $hHELD BY P4A - 220 OTHER HOLDINGS