Open access peer-reviewed Edited Volume

Advances in Customer Relationship Management

Edited by Daniel Catalan-Matamoros

University of Almería, Spain

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.

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Advances in Customer Relationship ManagementEdited by Daniel Catalan-Matamoros

Published: April 11th 2012

DOI: 10.5772/1795

ISBN: 978-953-51-0516-9

eBook (PDF) ISBN: 978-953-51-5110-4

Copyright year: 2012

Books open for chapter submissions

47948 Total Chapter Downloads

10 Crossref Citations

1 Web of Science Citations

10 Dimensions Citations


Open access peer-reviewed

1. An Overview to Customer Relationship Management

By Daniel Catalán-Matamoros


Open access peer-reviewed

2. Customer Relationship Management and Business Intelligence

By Aida Habul and Amila Pilav-Velić


Open access peer-reviewed

3. Investigating Customers' Perceptions Towards Text Messaging Services as a CRM Medium

By Nichaya Suntornpithug and Pasu Suntornpithug


Open access peer-reviewed

4. Customer Relationship Marketing: Customer-Centric Processes for Engendering Customer- Firm Bonds and Optimizing Long-Term Customer Value

By Namita Bhatnagar


Open access peer-reviewed

5. Business Intelligence Through Personalised Location-Aware Service Delivery

By Tanko Ishaya


Open access peer-reviewed

6. Development of a Service Framework for Library Users from Customer Relationship Management Perspective

By Shiow-Luan Wang


Open access peer-reviewed

7. Dual Approach to the Modelling Single Product Demand Curves in the Next Best Offer CRM Problem

By Džulijana Popović


Open access peer-reviewed

8. Business Intelligence in Telecoms Industry: A Service Oriented Approach

By Tanko Ishaya and Musiliudeen Folarin


Edited Volume and chapters are indexed in

  • Worldcat
  • OpenAIRE
  • Google Scholar
  • AZ ebsco
  • Base
  • CNKI

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