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Customer Relationship Management: A Step-By-Step Approach

Customer Relationship Management: A Step-By-Step Approach

Vikas Publishing
  • 9788125912057
  • 240 pages
  • Paperback
  • 6.25 X 9.5 inches
  • Book 395.00
  • 2003

 

This book succinctly explains the cardinal principles of effective customer relationship management (CRM) – acquiring, retaining and expanding customer base. The concepts, process, techniques, significance and architectural aspects of CRM are dealt in comprehensive manner. The book would serve as a useful source of reference for designing, developing and implementing CRM in any organization.
A textbook for the students of MBA, MCom, MIBM, MFT, BBM, BBA and reference for managers and corporate executives.

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1. Focus on Customer Relationship, 2. Building Customer Relationship Management, 3. An Insight into CRM and eCRM, 4. CRM Process, 5. CRM Implementation, 6. Integration of CRM with ERP System, 7. Call Centre, 8. Integration of CRM with Data Warehouse • Glossary • Index