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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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I use this book to teach CRM and i think it’s an excellent tool. Account Options Sign in.

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

Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, My library Help Advanced Book Search.

Concepts and ToolsVolume The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers franciz a drancis.


Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management. Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just hy IT.

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Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management.

Customer relationship management ‘s influence also extends beyond the company to touch on partner and supplier relationships. An Instructor’s PowerPoint pack is available to lecturers who adopt the book.

Customer Relationship Management – Francis Buttle – Google Books

Accredited lecturers can download this by going to http: User Review – Flag as inappropriate i am a lecturer at an international business institute. Gordon 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 7 books, and over peer-reviewed academic journal articles or relationsnip 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 is an elected Fellow of the Chartered Institute of Marketing. He can be contacted at francis buttleassociates.

Find out more at www. Concepts and Tools, Volume 13 Customer relationship management: