000			01836nam a22001817a 4500
020			_a9789325974111
041			_aENG
082			_a658.812 _bSRI
100			_aSrivastava, Mallika
245			_aCustomer relationship management / _cMallika Srivastava
260			_aNew Delhi : _bVikas Publishing House, _c2016.
300			_a347 pages : _c25 cm.
505			_aUnit-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			_aWith 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. The book can serve as a guide for deploying CRM in an organization stating the critical success factors.
650			_aBusiness _vManagement
650			_aCustomer relations _xManagement
942			_2ddc _cBK
999			_c23290 _d23290