Teacher
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SILVESTRI Cecilia
(syllabus)
Introduction to CRM, Understanding relationships, Planning and implementing CRM projects; Develop, manage and use customer-related databases; CRM and Customer experience; Creating value for customers.
(reference books)
Buttle F., (2009) Customer Relationship Management. Concepts and Technologies. Elsevier editor (Cap. 1-4; 6-7)
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