Customer relationship management : concepts and technologies /
Buttle, Francis,
Customer relationship management : concepts and technologies / Francis Buttle, Stan Maklan. - Third edition. - London : Routledge, 2015. - xxv, 400 pages : colored illustrations, tables, figures ; 24 cm.
Includes bibliographical references and index.
In this chapter you have read about the links between CRM and customer experience. We defined customer experience as the cognitive and affective outcome of the customer's exposure to, or interaction with, a company's people, processes, technologies,products,services and other outputs.
9781138789838
Customer relations--Management.
658.812 / B85
Customer relationship management : concepts and technologies / Francis Buttle, Stan Maklan. - Third edition. - London : Routledge, 2015. - xxv, 400 pages : colored illustrations, tables, figures ; 24 cm.
Includes bibliographical references and index.
In this chapter you have read about the links between CRM and customer experience. We defined customer experience as the cognitive and affective outcome of the customer's exposure to, or interaction with, a company's people, processes, technologies,products,services and other outputs.
9781138789838
Customer relations--Management.
658.812 / B85