Customer relationship management: (Record no. 23807)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02873nam a22002057a 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9788120346956 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | English |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| Item number | RAI |
| 100 ## - MAIN ENTRY--AUTHOR NAME | |
| Author name | Rai, Alok Kumar. |
| 245 ## - TITLE STATEMENT | |
| Title | Customer relationship management: |
| Sub Title | concepts and cases/ |
| Statement of responsibility, etc | Alok Kumar Rai. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 2nd ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication | New Delhi: |
| Name of publisher | PHI Learning, |
| Year of publication | 2024 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | xxiv, 501 pages: |
| Other physical details | Illustrations; |
| Dimensions | 24 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes Index. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Preface. Part I: Fundamentals of Customer Relationship Management<br/>1. Relationship in Business: A Management Tool.<br/>2. Customer Relationship Management: A Conceptual Foundation.<br/>3. Customer Relationship Management: A Literary Perspective.<br/>4. Customer Relationship Management Model: Comprehension and Implementation Model.<br/><br/>Part II: Research Dimensions of Customer Relationship Management<br/>5. Research Techniques and Methods in Customer Relationship Management.<br/>6. Customer Satisfaction.<br/>7. Customer Loyalty.<br/>8. Service Quality.<br/><br/>Part III: Information Technology Dynamics in Customer Relationship Management<br/>9. Technological Developments in CRM.<br/>10. Information Technology Implementation in CRM.<br/>11. Customer Relationship Management through Information Technology Tools.<br/><br/>Part IV: Emerging Dimensions and Dynamics in Customer Relationship Management<br/>12. Customer Retention and Experience Management.<br/>13. Service Recovery Management.<br/>14. People Factor in Customer Relationship Management.<br/>15. Customer Relationship Management: Emerging Concepts and Perspectives.<br/><br/>Part V: Application Dynamics of Customer Relationship Management in Different Sectors and Industries<br/>16. Customer Service in Service Sector.<br/>17. Customer Relationship Management Practices in Rural Markets.<br/>18. Customer Relationship Management Practices in Indian Service Business.<br/>19. Customer Relationship Management: Practices and Application in Select Service Companies.<br/>Index. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | 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.<br/>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.<br/>Primarily intended as a textbook for the students of Management, the book would prove to be an invaluable asset for professionals in service industries. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Subject | Management. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Subject | Business Relationships. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Source of acquisition | Cost, normal purchase price | Bill Date | Full call number | Accession Number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 05/14/2025 | Laxmi Book Distributors | 995.00 | 29-04-2025 | 658.812 RAI | 49951 | 05/14/2025 | Books | ||||
| Dewey Decimal Classification | Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 05/14/2025 | Laxmi Book Distributors | 995.00 | 29-04-2025 | 658.812 RAI | 49952 | 05/14/2025 | Books | ||||
| Dewey Decimal Classification | Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 05/14/2025 | Laxmi Book Distributors | 995.00 | 29-04-2025 | 658.812 RAI | 49953 | 05/14/2025 | Books | ||||
| Dewey Decimal Classification | Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 05/14/2025 | Laxmi Book Distributors | 995.00 | 29-04-2025 | 658.812 RAI | 49954 | 05/14/2025 | Books |
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