Organisations that want to continue being successful in today's global competitive market, where customers are more empowered and brand loyalty is eroding, will have to move to Relationship Marketing (RM) with a strong focus on Customer Relationship Management (CRM). CRM enables organisations to provide excellent real-time customer service through the effective use of individual account information. This requires a more complex approach, since organisations need to investigate and satisfy customer needs, and have to build relationships with existing and potential customers. CRM of the future will have to secure state-of-the-art customer management services delivered to customers through the Cloud to establish a convenient, but professional, customer management service. Relationship Marketing and Customer Relationship Management (fourth edition) includes new South African case studies illustrating RM and CRM within South African organisations. The book also focuses on current RM and CRM themes, such as the changing face of the customer, how to deal with positive and negative relationships, poor service experiences and the recovery of customer relationships.

The development of Relationship Marketing (RM) and Customer Relationship Management (CRM) has forced a change in thinking among marketers about the meaning of marketing and its role and function within an organisation. One such change is the way in which organisations relate to their customers. Organisations today need to adopt a more focused approach to interacting with customers while also developing clear strategies for building relationships not only with these customers but with all stakeholders.

This is a reproduction of a book published before 1923. This book may have occasional imperfections such as missing or blurred pages, poor pictures, errant marks, etc. that were either part of the original artifact, or were introduced by the scanning process. We believe this work is culturally important, and despite the imperfections, have elected to bring it back into print as part of our continuing commitment to the preservation of printed works worldwide. We appreciate your understanding of the imperfections in the preservation process, and hope you enjoy this valuable book. ++++ The below data was compiled from various identification fields in the bibliographic record of this title. This data is provided as an additional tool in helping to ensure edition identification: ++++ Report To The Trustees Of The Ferguson Bequest Fund ...: Being A Narrative Of The Formation And Past Operation Of The Trust, With Some Particulars Of Mr. Ferguson's Family M. S. Tait, Ferguson Bequest Fund Printed for the Trustees by R. Maclehose, 1883

Chitosan is a partially deacetylated derivative of chitin, a natural polysaccharide extracted from crustaceans, insects and certain fungi. Owing to its unique properties such as biodegradability, biocompatability, biological activity and capacity of forming polyelectrolyte complex with anionic polyelectrolytes, chitosan has been widely applied in the food and cosmetics industry, as well as the biomedical field in relation to tissue engineering, and the pharmaceutical industry relating to drug delivery. This handbook gathers current research from around the globe in the study of chitosan and its applications.