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CRM: Customer Relationship Management

Harinder Makkar,Urvashi Makkar

ISBN 10: 0071333312 / ISBN 13: 9780071333313
Published by McGraw Hill Education, 2011
New Condition: New Soft cover
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About this Item

The current competitive post-liberalization scenario has compelled the organizations globally to adopt customer orientation and leave behind the obsolete concept of product focus. No organization can afford to have `Marketing Myopia? at the cost of losing precious customers. It is here that Customer Relationship Management (CRM) plays a definitive part for all organizations. Concepts such as Loyalty Management, Customer Service, Analytical & Operational CRM as well as Role of CRM in Marketing play a major part in workings of all organizations. With its illustrative style and extensive coverage of concepts, this book not only provides an insight to CRM but also helps in bridging the gap between the availability of conceptual knowledge in CRM and application of CRM principles in the Corporate Sector. TABLE OF CONTENTS: "PART 1 Prerequisites to CRM 1. Customer Care 2. Customer Life Cycle (CLC) and Customer Lifetime Value (CLV) 3. Relationship Marketing 3. Relationship Marketing PART II Understanding CRM 4. Customer Relationship Management (CRM) 5. Loyalty Management 6. Service Quality and Service Capacity Planning 7. Customer-Driven Quality and QMS PART III Planning and Implementation of CRM 8. CRM and Sales Force Automation 9. eCRM 10. Planning and Implementing CRM 11. Making CRM a Success 12. IT Solution of CRM and Its Integration 13. Future of CRM Case Studies on CRM Index Printed Pages: 300. Bookseller Inventory # 70608

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Title: CRM: Customer Relationship Management

Publisher: McGraw Hill Education

Publication Date: 2011

Binding: Softcover

Book Condition: New

Edition: First edition.

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