TY  - BOOK
AU  - Buttle, Francis
AU  - Maklan, Stan
TI  - Customer Relationship Management: Concepts and Technologies
SN  - 9781138236813
U1  - 658.812 
PY  - 2018///
CY  - New York
PB  - Routledge
KW  - Customer relations - Management
N1  - 1.	Introduction to CRM
2.	Understanding relationships
3.	Managing the customer lifecycle - customer acquisition
4.	Managing the customer lifecycle - customer retention and development
5.	Customer portfolio management
6.	How to deliver customer-experienced value
7.	Managing customer experience
8.	Sales force automation
9.	Marketing automation
10.	Service automation
11.	Developing and managing customer-related databases
12.	Using customer-related data
13.	Planning to succeed
14.	Implementing CRM
15.	The future
ER  -