Customer relationship management / (Record no. 23290)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 01836nam a22001817a 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9789325974111 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | English |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| Item number | SRI |
| 100 ## - MAIN ENTRY--AUTHOR NAME | |
| Author name | Srivastava, Mallika |
| 245 ## - TITLE STATEMENT | |
| Title | Customer relationship management / |
| Statement of responsibility, etc | Mallika Srivastava |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication | New Delhi : |
| Name of publisher | Vikas Publishing House, |
| Year of publication | 2016. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | 347 pages : |
| Dimensions | 25 cm. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Unit-I: Introduction to CRM: 1. Conceptual Foundation of CRM, 2. CRM and Customer Centricity, 3. CRM: A Strategic Approach to Marketing, Unit-2: Principles of Managing Customer Relationship: 4. Strategies to Build Relationship, 5. Customer Acquisition and Retention, 6. Customer Loyalty, 7. Customer Satisfaction, Unit-3: Dynamics in CRM: 8. Strategic CRM in Services, 9. Strategic CRM in B2B Market, 10. Role of People Management in Building Customer Relationships, 11. Customer Experience Management, 12. CRM in Rural Markets, 13. Measuring The Success of CRM-Based Initiatives, Unit-4: Impact of Technology on CRM: 14. Data Mining and CRM, 15. Impact of Technology on CRM, 16. CRM to Social CRM, Unit-5: CRM Implementation Roadmap: 17. Deploying CRM in an Organization, 18. Guarding Against CRM Failures |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM.<br/>The book can serve as a guide for deploying CRM in an organization stating the critical success factors. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Subject | Business |
| Form subdivision | Management |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Subject | Customer relations |
| General subdivision | Management |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Permanent Location | Current Location | Shelving location | Date acquired | Source of acquisition | Full call number | Accession Number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 06/04/2024 | Gifted | 658.812 SRI | 48572 | 06/04/2024 | Books |