<i>The Dark Side of CRM: Customers, Relationships and Management </i>

The Dark Side of CRM: Customers, Relationships and Management

Description

Editors: Bang Nguyen, Lyndon Simkin, Ana Isabel Canhoto

Chapter 9, Brand Relationships and Violent Extremist Organizations, co-authored by Erin G. Pleggenkuhle-Miles, Mackenzie Harms, and Gina Scott Ligon, UNO faculty members.

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling.

This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.

ISBN

978-1138803312

Publication Date

2015

Publisher

Routledge

City

London

Department

Marketing and Management

Comments

Breazeale, M, Pleggenkuhle-Miles E.G., Harms M. & Ligon, G.S. (2015). Brand Relationships and Violent Extremist Organizations In B. Nguyen, L. Simkin, & A.I. Canhoto (Eds.),The Dark Side of CRM. London: Routledge.

<i>The Dark Side of CRM: Customers, Relationships and Management </i>


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