03709nam a22004817a 4500 22670533 OSt 20260611065942.0 260611b |||||||| |||| 00| 0 eng d 2022941836 GBC302193 bnb 020859975 Uk 9781529767421 (hardback) 9781529767414 (paperback) 1529767423 (hardback) 1529767415 (paperback) 9781529613346 (ePub ebook) 9781529613360 (PDF ebook) 22670533 (OCoLC)1345457961 eng rda KMU lccopycat HF5415.5 .C446 2023 Chakravorti, Samit, author. Customer relationship management : a global approach / Samit Chakravorti. Los Angeles : SAGE, [2023] ©2023 xv, 286 pages ; 24 cm text txt rdacontent still image sti rdacontent unmediated n rdamedia volume nc rdacarrier Includes bibliographical references and index. Part 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 "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"-- Provided by publisher. Customer relations Management. Intercultural communication. Customer relations Management. fast (OCoLC)fst00885539 ebook version : 9781529613346 7 cbc copycat 2 ncip 20 y-gencatlg lcc BK 0 2664 2664 0 0 lcc 0 0 NFIC CPL CPL OA 2026-06-11 Donation 0 HF5415.5. C446 Cha 301552 2026-06-11 07:01:32 2026-06-11 BK 0 0 lcc 0 0 NFIC CPL CPL OA 2026-06-11 Donation 0 HF5415.5. C446 Cha 301551 2026-06-11 07:02:54 2026-06-11 BK