Shop for eBooks on Kopykitab.com
Start reading today on the web, tablet, phone or e-Reader

Customer Relationship Management : Concepts And Cases

By Alok Kumar Rai more
4183 Views
₹266.63 ₹395.00 You will save ₹128.38 after 33% Discount

Add to Wish List

Save extra with 3 Offers

Get Rs.50 Instant Cashback on the purchase of Rs.400 or above
SAVE10 Already Applied

NEW50,

Get Flat 50% Off on your First Order

Product Specifications

Publisher PHI Learning
ISBN 9788120346956
Author: Alok Kumar Rai
Number of Pages 528
Edition Second Edition
Available
Available in all digital devices
Amazing features to make your reading easier
Offline Reading
KopyKitab eReader lets you read your ebooks offline anytime and anywhere you want to. Enjoy the flexibility of reading on the go without having to carry your books everywhere.
Highlight Important Points
Preparing for Exams? KopyKitab eReader can be your perfect companion. Highlight important definitions, formulas etc. and read them anytime without having to flip around 100 of pages and bookmarks.
Print Your Notes
Even better now you can make a booklet of all the important notes/highlights that you have made and carry them around to school/college etc. Your revision list is now automated.
Any Device Any Time
Read on a bigger screen or read using your mobile phone while travelling in the Metro we got you covered. Install our android app or desktop app and read Anytime,Anywhere.
Measure Your Progress
Track the amount of time you have spent on reading your ebooks, take online test preprations and see your results KopyKitab unlocks a whole bunch of features that is tailor made to make your reach your examination goals.
  • Snapshot
  • About the book

About The Book Customer Relationship Management
Book Summary:

This thoroughly revised and enlarged edition brings to light the latest developments taking place in the area of Customer Relationship Management (CRM), and focuses on current CRM practices of various service industries.
This edition is organised into five parts containing 19 chapters. Part I focuses on making the readers aware of the conceptual and literary developments, and also on the strategic implementation of the concepts. Part II discusses the research aspects of CRM. Part III deals with the applications of information technologies in CRM. Part IV provides the various newer and emerging concepts in CRM. Finally, Part V analyses the CRM applications in various sectors, industries and companies.
Primarily intended as a textbook for the students of Management, the book would prove to be an invaluable asset for professionals in service industries.

New to This Edition

•Includes five new chapters, namely Research Techniques and Methods in Customer Relationship Management; Customer Satisfaction; Customer Loyalty; Service Quality; and Service Recovery Management, along with several additions of new text and revisions of the existing text.
•Provides latest advancements in CRM to keep the students abreast of these developments.
•Gives as many as 16 Case Studies with critical analysis of different industries to help the readers understand the subject.
•Covers a number of illustrations to elucidate the concepts discussed.
•Gives Project Assignment in each chapter.

Powerpoint slides are available for adopting faculty for classroom teaching. Please send your request - .


Table of Contents:

Preface.Part I: Fundamentals of Customer Relationship Management
1. Relationship in Business: A Management Tool.
2. Customer Relationship Management: A Conceptual Foundation.
3. Customer Relationship Management: A Literary Perspective.
4. Customer Relationship Management Model: Comprehension and Implementation Model.

Part II: Research Dimensions of Customer Relationship Management
5. Research Techniques and Methods in Customer Relationship Management.
6. Customer Satisfaction.
7. Customer Loyalty.
8. Service Quality.

Part III: Information Technology Dynamics in Customer Relationship Management
9. Technological Developments in CRM.
10. Information Technology Implementation in CRM.
11. Customer Relationship Management through Information Technology Tools.

Part IV: Emerging Dimensions and Dynamics in Customer Relationship Management
12. Customer Retention and Experience Management.
13. Service Recovery Management.
14. People Factor in Customer Relationship Management.
15. Customer Relationship Management: Emerging Concepts and Perspectives.

Part V: Application Dynamics of Customer Relationship Management in Different Sectors and Industries
16. Customer Service in Service Sector.
17. Customer Relationship Management Practices in Rural Markets.
18. Customer Relationship Management Practices in Indian Service Business.
19. Customer Relationship Management: Practices and Application in Select Service Companies.
Index.

 

Sample PDF Download
x