CUSTOMER RELATIONSHIP MANAGEMENT: Modern Trends and PerspectivesPHI Learning Pvt. Ltd., 2008 M04 15 - 296 páginas Customer Relationship Management (CRM) is a modern approach to marketing. It focuses on the individual consumer. Customer is the ‘king’, therefore, the products and services have to be offered in such a way that they suit the needs and preferences of the customer. This comprehensive and easy-to-read text deals with the formulation of methodologies and tools that help business organizations to manage critical customer relationships by supporting all customer-centric processes within an enterprise, including marketing, sales and customer support. In addition, the book emphasizes managing opportunity for optimum productivity, coordinating the specialized activities of multi-functional teams, developing and retaining corporate knowledge and completing complex multi-step processes in a timely and efficient manner. This text is intended for the students of masters in business administration (MBA) and those pursuing postgraduate diploma in marketing management (PGDMM). Besides, the book should prove to be a useful reference for marketing professionals. KEY FEATURES Covers various dimensions of CRM with several case studies. Includes the modern concept—e-CRM. Incorporates deep study of research oriented topics. |
Contenido
Concept and Implementation 38 | |
An ri ntationt Kn wl Mana ement1927 | |
A Strategy for the New Millennium 2931 | |
Features 4346 | |
Mgdern Tools and Techniques 5358 | |
A Case Study of lClCl Bank 5964 | |
A Study with Reference to State | |
Call Qentres vs eCRM 141153 | |
eCustgmer Relationship Management 155159 | |
eCRM Update 1551 72 | |
eCRMA Tool fQI Retaining the Customer 173177 | |
Dr R Ganapalhi and S Anbu Malar | |
Suggestions for Maintaining the Best Relationship with Customers 195 | |
CRM in the Tourism IndustQr 203208 | |
Components of CRM 912 | |
Need of the Hour 7175 | |
CRM in the Banking and Insurance Sectors 8187 | |
CRM in the Insurance Business 8996 | |
CRM in Insurance with Special Reference to LIC of India 97103 | |
A | |
Tuning Profitability Through CRM 113128 | |
An Overview 123128 | |
Types of eCRM 129139 | |
CRM in the Front Office of the Hotel IndustQr 209212 | |
Role of CRM in the Airline lndustq 223236 | |
CRM in Hospital Services 237243 | |
Cancer Hospital 245248 | |
BPO in CRM 255261 | |
Otras ediciones - Ver todas
CUSTOMER RELATIONSHIP MANAGEMENT: Modern Trends and Perspectives S. SHANMUGASUNDARAM Sin vista previa disponible - 2008 |
Términos y frases comunes
airlines automation back office benefits business processes call centre campaigns cent channels client co-operative banks Coimbatore communication companies company’s competition costs create CRM applications CRM initiatives CRM processes CRM programme CRM software CRM strategy CRM system customer information customer interaction customer loyalty customer needs Customer Relationship Management customer retention customer satisfaction customer service customer value customer-centric customer’s customisation data mining data warehouse database defined e-CRM e-Loyalty e-mail effective efficiency employees enable ensure enterprise existing customers field financial services find firm first focus front office functions goals ICICI Bank identified implementing CRM improve customer India Indian banking industry influence integration Internet knowledge LIC’s offer optimisation organisation Periyar University personalised products and services profiles profitability profits Relationship Management CRM relationship marketing relationship with customers revenue REVIEW QUESTIONS Salem satisfied sector segment significant Sivakasi specific Tamil Nadu today’s tourism tracking transactions