Daniel Catalan-Matamoros

University of Almería Spain

Daniel Catalán-Matamoros was born in Spain, but he has been living in many other countries such as Sweden, Norway and Denmark. He is a PhD, holding a Msc in Mass Communication with expertise in Public Relations. Daniel got a wide experience by working in public administrations being responsible for institutional relations and users satisfaction. His main professional activity has always been dealing with how to promote good relationships with partners and stakeholders. CRM has been always a philosophy in his work which has practiced in many public organisations such as the European Centre for Disease Prevention and Control where he was responsible for the CRM project. Daniel Catalán-Matamoros is convinced that managing good customer relationships is a key element for the success of any organization.

Daniel Catalan-Matamoros

1books edited

2chapters authored

Latest work with IntechOpen by Daniel Catalan-Matamoros

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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