Customer Relationship Management gives a well-balanced coverage of strategy and organisation, marketing aspects, analytical CRM, operational CRM, CRM systems and their implementation. It is the only comprehensive academic text to cover the entire scope of CRM from a marketing management angle. Geared to MBA students and advanced undergraduate students, as well as those taking courses on CRM, direct marketing, relationship marketing, database management or business intelligence, the book is al...

For all courses in quality management, quality engineering, quality technology, and continuous process improvement, in universities, colleges, community colleges, and corporate environments. This practical, student-focused text shows how to focus all of an organization's resources on continuous and simultaneous improvement of quality and productivity - thereby continually improving both performance and competitiveness. It coherently addresses all elements of quality management, including Lean...

This is the first English translation of this controversial essay that challenged fundamental ideas about political power. Egypt, 1925: the Muslim world is in turmoil over Mustapha Kamal Ataturk's proposal to abolish the caliphate in Turkey. The debate over Islam and politics re-ignites as traditional political systems dissolve under pressure from European powers and most Muslim countries lose their sovereignty.

Into this debate enters Ali Abdel Razek, a religious cleric trained at Al-Azhar U...

For briefer traditional courses in elementary differential equations that science, engineering, and mathematics students take following calculus. The Sixth Edition of this widely adopted book remains the same classic differential equations text it's always been, but has been polished and sharpened to serve both instructors and students even more effectively.Edwards and Penney teach students to first solve those differential equations that have the most frequent and interesting applications. P...

This third edition of Hans Bertens bestselling book is an essential guide to the often confusing and complicated world of literary theory. Exploring a broad range of topics from Marxist and feminist criticism to postmodernism and new historicism Literary Theory: The Basics covers contemporary topics including:reception theory and reader response theorythe new criticism of postmodernismthe after theory debatepost-humanism, biopolitics and animal studiesaestheticsLiterary Theory: The Basics hel...

This innovative collection of original essays showcases the use of social networks in the analysis and understanding of various forms of crime. More than any other past research endeavor, the seventeen chapters in this book apply to criminology the many conceptual and methodological options from social network analysis. Crime and Networks is the only book of its kind that looks at the use of networks in understanding crime, and can be used for advanced undergraduate and beginner’s grad...

North Korea is an impoverished, famine-ridden nation, but it is also a nuclear power whose dictator Kim Jong-un regularly threatens his neighbors and adversaries, the United States in particular, with destruction. Even though Kim and President Donald Trump's responses to him dominate the daily headlines, the idea that North Korea is a menace is not a new one. Indeed, ever since Korea was first divided at the end of World War II, the tension between its northern and southern halves has riveted...

A fully updated edition of the best-selling Cambridge Advanced Learner's Dictionary. This paperback edition is ideal for advanced (C1-C2) learners of English and contains up-to-date vocabulary, including words from the areas of technology, media, language, society, and lifestyle, plus important words for academic study. With over 140,000 words, phrases, meanings, and examples, hundreds of pictures and illustrations, clear definitions and a new 'Focus on Writing' section, the dictionary is per...

This book is about research designs for projects that collect both qualitative and quantitative data, so that their combined strengths will accomplish more than would have been possible with any one method.