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This book is indexed in
Business, Management and Economics
Advances in Customer Relationship Management
Edited by Daniel Catalan-Matamoros, ISBN 978-953-51-0516-9, Hard cover, 146 pages, Publisher: InTech, Chapters published April 11, 2012 under CC BY 3.0 license
DOI: 10.5772/1795 
Customer relationship management (CRM) strategies have become increasingly important worldwide due to changes in expectations from customers as well as changes in the nature of markets. This book puts forth a conceptualization that attempts to not only outline CRM's domain but also to reconcile the divergent perspectives found in the academic and popular literature. Readers can see through measurable data-containing examples how the theory is applied with great success by various real-life examples. This book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It could be a great help to CRM personnel, student, managers and any one that works directly or indirectly with customers.
Dr. Daniel Catalan-Matamoros
University of Almería, Spain
Editorials
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Advances in Customer Relationship Management
Customer relationship management (CRM) strategies have become increasingly important worldwide due to changes in expectations from customers as well as changes in the nature of markets. This book puts forth a conceptualization that attempts to not only outline CRM's domain but also to reconcile the divergent perspectives found in the academic and popular literature. Readers can see through measurable data-containing examples how the theory is applied with great success by various real-life examples. This book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It could be a great help to CRM personnel, student, managers and any one that works directly or indirectly with customers.
Publications
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Book Chapter
The Role of Mass Media Communication in Public Health
in the book "Health Management - Different Approaches and Solutions" edited by Krzysztof Śmigórski, ISBN 978-953-307-296-8, InTech, December 12, 2011 -
Book Chapter
An Overview to Customer Relationship Management
in the book "Advances in Customer Relationship Management" edited by Daniel Catalan-Matamoros, ISBN 978-953-51-0516-9, InTech, April 4, 2012