Zikmund, McLeod, Gilbert:

Customer Relationship Management: Integrating Marketing Strategy and Information Technology

Instructor Companion Site

Table Of Contents

Chapter 1: The Nature of Customer Relationship Management

Chapter 2: Understanding Customer Differences Appendix: Calculating Lifetime Customer Value

Chapter 3: Information Technology and Collecting Customer Data

Chapter 4: The CRM Data Warehouse

Chapter 5: Customer Loyalty

Chapter 6: Customer Retention Strategies

Chapter 7: Winback and Acquisition Strategies

Chapter 8: Sales Force Automation and Automated Customer Service Centers

Chapter 9: The Basics of Data Mining, Online Analytical Processing, and Information Presentation

Chapter 10: Measuring Customer Satisfaction and Loyalty

Chapter 11: Issues for Implementing CRM Systems

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