Customer relationship management : (Record no. 7403)

000 -LEADER
fixed length control field 03267cam a2200409 i 4500
001 - CONTROL NUMBER
control field 18250053
003 - CONTROL NUMBER IDENTIFIER
control field OSt
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20180329140344.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 140801s2015 enka b 001 0 eng
010 ## - LIBRARY OF CONGRESS CONTROL NUMBER
LC control number 2014028109
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781138789821 (hardback)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781138789838 (paperback)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
Canceled/invalid ISBN 9781315764597 (ebook)
040 ## - CATALOGING SOURCE
Original cataloging agency DLC
Language of cataloging eng
Transcribing agency DLC
Description conventions rda
Modifying agency DLC
042 ## - AUTHENTICATION CODE
Authentication code pcc
050 00 - LIBRARY OF CONGRESS CALL NUMBER
Classification number HF5415.5
Item number .B875 2015
082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.8/12
Edition number 23
084 ## - OTHER CLASSIFICATION NUMBER
Classification number BUS018000
-- BUS016000
-- BUS043000
Number source bisacsh
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Buttle, Francis.
245 10 - TITLE STATEMENT
Title Customer relationship management :
Remainder of title concepts and technologies /
Statement of responsibility, etc. Francis Buttle and Stan Maklan.
250 ## - EDITION STATEMENT
Edition statement Third edition.
264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE
Place of production, publication, distribution, manufacture London ;
-- New York, :
Name of producer, publisher, distributor, manufacturer Routledge, Taylor & Francis,
Date of production, publication, distribution, manufacture, or copyright notice 2015.
300 ## - PHYSICAL DESCRIPTION
Extent xxv, 400 pages :
Other physical details illustrations ;
Dimensions 26 cm
336 ## - CONTENT TYPE
Content type term text
Source rdacontent
337 ## - MEDIA TYPE
Media type term unmediated
Source rdamedia
338 ## - CARRIER TYPE
Carrier type term volume
Source rdacarrier
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc Includes bibliographical references and index.
520 ## - SUMMARY, ETC.
Summary, etc. "This much-anticipated new edition of the bestseller Customer Relationship Management provides a comprehensive and balanced review of CRM, now with substantial revisions responding to the recent changes in CRM practice. The book explains what CRM is, the benefits it delivers, the contexts in which it is used, the technologies that are deployed, and how it can be implemented. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: - Updated instructor support materials online - Full colour interior - Brand new international case illustrations from many industry settings - Substantial revisions throughout, including new content on: o Social media and social CRM o Big data and unstructured data o Recent advances in analytical CRM including next best action solutions o Marketing, sales and service automation o Customer self-service technologies o Making the business case and realising the benefits of investment in CRM Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management"--
Assigning source Provided by publisher.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Customer relations
General subdivision Management.
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element BUSINESS & ECONOMICS / Customer Relations.
Source of heading or term bisacsh
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element BUSINESS & ECONOMICS / Consumer Behavior.
Source of heading or term bisacsh
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element BUSINESS & ECONOMICS / Marketing / General.
Source of heading or term bisacsh
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Maklan, Stan.
906 ## - LOCAL DATA ELEMENT F, LDF (RLIN)
a 7
b cbc
c orignew
d 1
e ecip
f 20
g y-gencatlg
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme
Koha item type Books
Holdings
Permanent Location Withdrawn status Damaged status Date acquired Lost status Source of classification or shelving scheme Not for loan Barcode Price effective from Current Location Koha item type Full call number Total Checkouts Date last seen Date last checked out
Epoka University Library  2018-03-29   3092018-03-29Epoka University LibraryBooksHF 5415.5. B875 201512019-04-242018-06-01

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