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The book entitled Customer Relationship Management aims to help managers in establishing successful customer relationships. The concise and accessible style of the book is suitable for business professionals and students pursuing management courses.
The book effectively blends together the theoretical and practical concepts of CRM that help readers to achieve a thorough understanding of the subject matter. The book also contains real-life examples and case studies to provide readers with a glimpse of the actual market environment. Moreover, a summary and learning exercise are supplemented at the end of each chapter to reinforce the concepts.
About the Authors:
Dr. Jaspreet Kaur Bhasin is currently working as Associate Professor at New Era Institute of Professional Studies. She has also been teaching in business schools like Amity Business School, IITM (GGS University), etc. Dr. Bhasin has also been associated with the marketing teams of companies like Parle Agro Pvt. Ltd. She has been actively involved in corporate training in marketing and business communication in renowned companies like JKT, Noida. The author is an Accredited Management teacher from AIMA and has published many articles in well-known AIMA journals and magazines like Business and Management Chronicle. The author has presented about 20 research papers in reputed institutions like IIMs, IITs, Apeejay School of Management, etc.
The proficient team at Kogent Learning Solutions Inc., and Dreamtech Press has seized the market of management books bringing excellent content in management education to the fore. The team is committed to excellence—excellence in quality of content, excellence in the dedication of thier authors and editors, excellence in the attention to detail, and excellence in understanding the needs of thier readers.
ISBN: Pages: 464 | Author: | Price: ` 399/-w/CD978-93-5004-454-4 | Dr. Jaspreet Kaur Bhasin, KLSI
MANAGEMENT TEXTBOOKSDREAMTECH
ØPowerPoint Presentations for each
chapter
ØModel question papers along with their
solutions
CD-ROM Contains
Includes
5 Years Solved
Exam Questions
Table of Contents
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Introduction to CRM: Introduction | Concept of
CRM | Types of CRM | CRM in Front-office and Back-
office Operations | Importance of Relationship
in Business: Introduction | Definition of
Relationship | Concept of Relationship Management
| Concept of Relationship Marketing | Relationship
Marketing and CRM Planning a CRM Strategy:
Introduction | Defining a CRM Strategy Selection
of a CRM Tool: Introduction | Selecting a CRM Tool
Managing a CRM Project: Introduction |
Formulating a Pre-implementation Checklist |
Formation of a CRM Development Team |
Implementation of a CRM Program | CRM Budget |
CRM Audit Creating Value for Customers:
Introduction | Concept of Customer Value | Sources
of Creating Customer Value Customer Experience
and CRM: Introduction | Concept of Customer
Experience | Methods for Improving Customer
Experience | Strategies for Gaining Customer
Experience | Customer Satisfaction and Customer
Loyalty | Influence of CRM Software on Customer
Experience Managing Customer Life cycle:
Cu s to m e r Acq u i s i t i o n , Re te n t i o n , a n d
Development: Introduction | Defining a New
Customer | Estimating Customer Value | Concept of
Customer Lifetime Value | Methods for Acquiring
New Customers | Providing a Right Offer to
Customers | Customer Acquisition Using Customer
Data | Concept of Customer Retention | Customer
Retention Strategies | Concept of Customer
Development | KPIs of Customer Acquisition,
Retention, and Development | Strategies for
Terminating Customer Relationship Customer
Database: Introduction | Concept of Customer
Database | Database Marketing | Data Analysis
Sales and CRM: Introduction | Role of CRM in Sales |
Challenges in Sales | Customer Relationship Cycle
and Sales | Sales Force Automation Marketing
Automation: Introduction | Concept of Marketing
Automation | Some Other Applications of Marketing
Automation | Service and CRM: Introduction |
Concept of Customer Service | Concept of Service
Automation | Service Level Agreement Business
Network and CRM: Introduction | Concept of
Business Network | Relationships among Network
Members | Role of CRM in Business Network |
Concept of Business Network Management |
Networking: A Tool for Developing a Strong Business
Network Customer Portfolio Management:
Introduction | Concept of Customer Portfolio
Management | CPM Disciplines | Important Tools of
CPM | CPM in Business-to-Business Context
Electronic CRM (e-CRM): Introduction | Concept of
e-CRM | Digital Marketing | Checklists for Successful
e-Business | Important CRM Software | Anticipating
the Buying Behavior of Online Customers Role of
Human Resource in CRM: Introduction |
Relationship between CRM and HR | Importance of
HR in CRM | Critical Success Factors for Human
Resource in CRM | Hiring the Right Employees |
Training and Development of Employees |
Motivating Employees Role of CRM in Service
Sector: Introduction | CRM in Banking Sector | CRM
in Insurance Sector | CRM in Hospitality Industry |
CRM in Airline Industry | CRM in Retail Sector | CRM
in BPO Industry | Concept of Service Marketing
Emerging Trends in CRM: Introduction | Latest
Trends in CRM | CRM in Rural Market |
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