"Advances in Customer Relationship Management" ed. by Daniel Catalan-Matamoros

This book puts forth a conceptualization that attempts to not only outline Customer relationship management (CRM) domain but also to reconcile the divergent perspectives found in the academic and popular literature. 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.

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.
Readers can see through measurable data-containing examples how the theory is applied with great success by various real-life examples.

Contents
Preface
1 An Overview to Customer Relationship Management
2 Customer Relationship Management and Business Intelligence
3 Investigating Customers' Perceptions Towards Text Messaging Services as a CRM Medium
4 Customer Relationship Marketing: Customer-Centric Processes for Engendering Customer- Firm Bonds and Optimizing Long-Term Customer Value
5 Business Intelligence Through Personalised Location-Aware Service Delivery
6 Development of a Service Framework for Library Users from Customer Relationship Management Perspective
7 Dual Approach to the Modelling Single Product Demand Curves in the Next Best Offer CRM Problem
8 Business Intelligence in Telecoms Industry: A Service Oriented Approach