Ebook: Customer Relationship Management

2nd ed — Harlow: Pearson Education, 2013. — 436 p. — ISBN: 9780273774976In today’s world, organisations are in the midst of a transition process, wondering how to
build mutually beneficial relations with the right customers, in an environment where roles
are changing and media are democratised and open to all. This book helps to find answers
by exploring relations in the midst of social networks.
It is geared towards MBA students and undergraduate students in the later years of
their study, as well as those attending courses on relationship marketing, CRM, customercentricity,
database management or business intelligence