000			03510cam a2200421 i 4500
999			_c18987 _d18987
001			22670533
005			20240207133237.0
008			220628t20232023cau b 001 0 eng d
010			_a 2022941836
015			_aGBC302193 _2bnb
016	7		_a020859975 _2Uk
020			_a9781529767421
020			_a9781529767414
020			_a1529767423
020			_a1529767415
020			_z9781529613346
020			_z9781529613360
035			_a(OCoLC)on1345457961
040			_aYDX _beng _erda _cYDX _dBDX _dUKMGB _dOCLCQ _dOCLCF _dCDX _dB6U _dDLC
042			_alccopycat
050	0	0	_aHF5415.5 _b.C446 2023
082	0	4	_aDC 658.812 _22023 _bC349
100	1		_aChakravorti, Samit, _eauthor. _951787
245	1	0	_aCustomer relationship management : _ba global approach / _cSamit Chakravorti.
260			_aLos Angeles : _bSAGE, _c[2023].
300			_axv, 286 pages ; _c24 cm
504			_aIncludes bibliographical references and index.
505	0		_aPart I Establishing Foundations -- 1 CRM Concepts and Global Markets -- 2 Country Business Environments -- 3 Global Market Segmentation and Consumer Behavior -- Part II Planning and Implementation -- 4 Global CRM Planning and Implementation -- 5 Analytical CRM -- 6 Strategic and Operational CRM -- 7 Social CRM -- 8 CRM in Small- and Medium-Sized Enterprises -- Part III Managing Stakeholder Relationships -- 9 Global Partner Relationship Management -- 10 Global Employee Relationship Management -- Part IV Improving Global CRM Implementation -- 11 Global CRM and Cultural Intelligence -- Index
520			_a"Customer Relationship Management: A Global Approach provides a uniquely global, holistic, strategic and tactical grounding in managing customer and other stakeholder experiences and relationships across the value chain, cultures and countries. Reflecting the global structures of companies operating today, the author draws on his research knowledge alongside industry and teaching experience to connect Customer Relationship Management (CRM) core concepts, processes and strategies with international business opportunities and challenges, including globalization and cross-cultural marketing. Emphasis is placed on the need for developing cross-cultural skills and cultural intelligence for identifying and fulfilling cross country CRM opportunities, through analytical, strategic, operational and social CRM projects. Written in an accessible style throughout, the eleven chapters provide ample depth to support a full course related to CRM, spanning: CRM foundations planning and implementation managing stakeholder relationships improving global CRM implementation Wide-ranging case studies include: Royal Bank of Scotland, the Nike hijab, Instagram, HubSpot and the pharmaceutical industry in India. The text will appeal to advanced undergraduate and graduate students studying CRM, Relationship Marketing and International Marketing, as well as CRM and marketing practitioners. Samit Chakravorti is an Associate Professor of Marketing at Western Illinois University in the United States"--
650		0	_aCustomer relations _xManagement. _951788
650		0	_aIntercultural communication. _951789
650		7	_aCustomer relations _xManagement. _2fast _951788
776	0	8	_iebook version : _z9781529613346
365			_b18,850.00 _cPhp
906			_a7 _bcbc _ccopycat _d2 _encip _f20 _gy-gencatlg
942			_2ddc _cDC