This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today.

This second edition has been completely revised and updated with eight new chapters.

In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way organizations do business.

Papers presented at an international conference.

Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done.

The second volume of this research monograph describes a number of applications of Artificial Intelligence in the field of Customer Relationship Management with the focus of solving customer problems.

This is an important text for all students and practitioners of Business Intelligence (BI) and Customer Relationship Management (CRM).

This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then.