000 02873nam a22002057a 4500
020 _a9788120346956
041 _aENG
082 _a658.812
_bRAI
100 _aRai, Alok Kumar.
245 _aCustomer relationship management:
_bconcepts and cases/
_cAlok Kumar Rai.
250 _a2nd ed.
260 _aNew Delhi:
_bPHI Learning,
_c2024
300 _axxiv, 501 pages:
_bIllustrations;
_c24 cm.
504 _aIncludes Index.
505 _aPreface. Part I: Fundamentals of Customer Relationship Management 1. Relationship in Business: A Management Tool. 2. Customer Relationship Management: A Conceptual Foundation. 3. Customer Relationship Management: A Literary Perspective. 4. Customer Relationship Management Model: Comprehension and Implementation Model. Part II: Research Dimensions of Customer Relationship Management 5. Research Techniques and Methods in Customer Relationship Management. 6. Customer Satisfaction. 7. Customer Loyalty. 8. Service Quality. Part III: Information Technology Dynamics in Customer Relationship Management 9. Technological Developments in CRM. 10. Information Technology Implementation in CRM. 11. Customer Relationship Management through Information Technology Tools. Part IV: Emerging Dimensions and Dynamics in Customer Relationship Management 12. Customer Retention and Experience Management. 13. Service Recovery Management. 14. People Factor in Customer Relationship Management. 15. Customer Relationship Management: Emerging Concepts and Perspectives. Part V: Application Dynamics of Customer Relationship Management in Different Sectors and Industries 16. Customer Service in Service Sector. 17. Customer Relationship Management Practices in Rural Markets. 18. Customer Relationship Management Practices in Indian Service Business. 19. Customer Relationship Management: Practices and Application in Select Service Companies. Index.
520 _aThis 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. 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. 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 _aManagement.
650 _aBusiness Relationships.
942 _2ddc
_cBK
999 _c23807
_d23807