*Edited by Daniel Catalán-Matamoros*

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. This book puts forth a conceptualization that attempts to not only outline CRM's domain but also to reconcile the divergent perspectives found in the academic and popular literature. Readers can see through measurable data-containing examples how the theory is applied with great success by various real-life examples. 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.

ISBN 978-953-51-0516-9

Advances in Customer Relationship Management

Photo by scyther5 / iStock

## Advances in Customer Relationship Management

*Edited by Daniel Catalán-Matamoros*

**ADVANCES IN** 

**MANAGEMENT** 

**CUSTOMER RELATIONSHIP** 

Edited by **Daniel Catalán-Matamoros** 
