Customer Relationship Management - Softcover

Sugandhi, R.K.

9788122423938: Customer Relationship Management

Softcover

ISBN 10: 8122423930 ISBN 13: 9788122423938

Publisher: New Age International Publisher, 2008

Customer relationship management (crm) has become a vital tool in retaining customers and consolidating an organisation`s market share. This book presents a clear and succinct exposition of the concepts and strategies involved in crm. The exposition is suitably illustrated with a variety of case studies from both consumer and core sectors. The book focuses on the key components of crm consumer behavior customer satisfaction and loyalty responsive response service and complaints management and discusses them in considerable detail. Measurement techniques and various methods of analysing customer responses are also suitably discussed. The training and re-orientation of human resources for effective crm are highlighted. With its incisive exposition and vivid cases, this book would be extremely useful for business and marketing management executives and students. About the author: r.k. Sugandhi is deputy manager at bhel, new delhi. A first position holder in b.e. Hons. In electrical engineering from bhopal (1971), he acquired vast experience in his field first as a lecturer at the government college of engineering and technology, raipur, and later as project and applications engineer at bhel from where he went to siemens a.g., west germany, on deputation in 1976. He accepted his present assignment on returning to india in 1977. Major projects involving the use of thyristors on which he has worked include basic oxygen furnace, oxygen lance drive, mercury arc rectifier replacement, continuous casting complex and static excitation control, transfer car and metal transfer car. His research inclu

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