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Customer Relationship Management: Emerging Concepts, Tools and Applications

Jagdish N. Sheth, Atul Parvatiyar & G. Shainesh (Eds)

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ISBN 10: 0070435049 / ISBN 13: 9780070435049
Published by Tata McGraw-Hill Education Pvt. Ltd., 2001
New Condition: New Soft cover
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Business worldwide are enhancing shareholder value by shifting from a `share of the market? mindset to the `share of customer? paradigm through relationship management practices. Relationship management helps firms focus on the lifetime value of customers to enhance their relationships with profitable customers. To be successful in the new millennium, firms will need to extend this practice of developing long-term relationships with all their other stakeholders including suppliers, intermediaries, partners, and employees. The conference focuses on the emerging concepts, tools and applications in customer relationship management. Designed to provide a forum for interaction and sharing of knowledge and experiences related to relationship management, it includes papers that deal with any facet of relationship management. Research papers that propose concepts, suggest methods, evaluates various tools for successful implementation of relationship management are included. Table of contents Part I: Emerging Concepts in CRM Chapter 1. Conceptual Framework of Customer Relationship Management Chapter 2. CRM: A Research Agenda Chapter 3. Implications of Globalization on Customer Relationship Management Chapter 4. Effective Customer Relation Management Through Customer Knowledge Management Chapter 5. A Generalized Model for the Structure of Business Relationships: A Meta- analysis of Relationship Literature Chapter 6. Regain Management: Issues and Strategies Chapter 7. Winning Markets through Effective Customer Relationship Management Chapter Part II: Technological Tools for CRM Chapter 8. Data Mining for CRM: Some Relevant Issues Chapter 9. Changing Patterns of e-CRM Solutions in the Future Chapter 10. How to Structure a Customer Focused IT Organisation to Support CRM Chapter 11. Framework for Deploying Customer Relationship in Organisation Chapter 12. e-CRM: Deriving Value of Customer Relationship Chapter 13. Review and Comparative Assessment of CRM Solutions for Key Verticals Chapter 14. The Evolution of Relationships in e-Marketing Chapter 15. Implementing a Technology Based CRM Solution Chapter Part III: Implementing CRM Chapter 16. Optimal Allocation Rules for Customer Relationship Management Chapter 17. Measuring the Effectiveness of Relationship Marketing Chapter 18. The Past, Present and Future of CRM Chapter 19. Implementing a Technology Based CRM Solution: The ICICI Experience Chapter 20. Decision Metrics for CRM Solutions Chapter 21. Characteristics of a Good Customer Satisfaction Survey Chapter 22. Contact Management: Give `em What They Want How to Make the Most of your Customer Relationships with a Campaign Management Solution Chapter 23. Building Relationships with Doctors for Effective Marketing: The Case of the Pharmaceutical Industry Chapter 24. Process Reengineering to Enhance Customer Relationships: A Case Study of Kirloskar Oil Engines Limited Chapter 25. Customer Relationship Management in Cement Industry: A Marketing Strategy Perspective Chapter 26. Probing Demand Forecasting in Indian Firms Chapter 27. Organising for Customer Relationship Management Chapter 28. Employee and Customer Management Processes for Profitability: The Case of Hewlett-Packard India Chapter 29. Critical Factors of Corporate Choice of Non-Profit Organisation for Social Contribution Chapter 30. e-CRM: lies, Damn Lies and Statistics Chapter Part IV: Relationship Management in B2B Commerce Chapter 31. Building Customer Loyalty Business-to-Business Commerce Chapter 32. Cross-border B2B Relationships with Intermediaries: Between New and Old Chapter 33. Relationship Marketing for Creating Value in Business Markets Chapter 34. Value and Stability of Cooperative Buyer-Seller Relationships in Industrial Markets: An Empirical Study Chapter 35. The Glob Printed Pages: 550. Bookseller Inventory # 24169

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Title: Customer Relationship Management: Emerging ...

Publisher: Tata McGraw-Hill Education Pvt. Ltd.

Publication Date: 2001

Binding: Softcover

Book Condition:New

Edition: First edition.

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Papers presented at an international conference.

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