Customer Relationship Management

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DREAMTECH
MANAGEMENT TEXTBOOKS

E xa m Q ue

5 Ye ar s S ol vens st io

In cl ud es

d

CD-ROM Contains
Ø PowerPoint Presentations for each

chapter
Ø question papers along with their Model

solutions

ISBN: 978-93-5004-454-4 | Pages: 464 | Author: Dr. Jaspreet Kaur Bhasin, KLSI | Price: ` 399/-w/CD
he 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.

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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.

Table of Contents
? Introduction to CRM: Introduction | Concept of CRM | Types of CRM | CRM in Front-office and Backoffice 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: C u s to m e r Ac q 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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