Table of Content mr11

  • Chapter 1:  Customer Relationship Management
  • Chapter 2:  CRM in action
  • Chapter 3:  Customer Acquisition
  • Chapter 4:  Customer Retention
  • Chapter 5:  Balancing Acquisition and Retention
  • Chapter 6:  Customer Churn
  • Chapter 7:  Customer Win-back
  • Chapter 8:  Implementing CRM Models
  • Chapter 9:  The Future of CRM