CUSTOMER RELATIONSHIP MANAGEMENT PDF

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CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT ONLINE RESOURCES For Teachers and Students Customer Relationship Management (CRM) is a comprehensive textbook designed to meet the needs of postgraduate management students specializing in marketing. It explains the concepts and appli...

Description

Customer Relationship Management (CRM) is a comprehensive textbook designed to meet the needs of postgraduate management students specializing in marketing. It explains the concepts and application of CRM through numerous examples, exhibits, and cases. The book is divided into four parts comprising twelve chapters. Part I on CRM Concepts and Processes introduces the subject and establishes the importance of understanding and collaborating with customers. Part II on Analytical CRM discusses database management, data mining, and analysis. Part III on CRM Operations discusses the methods to design loyalty programs and role of marketing channels in CRM. The final part (IV) on CRM: Technology, Implementation and Applications includes discussions, technological developments of CRM, need for its implementation in the services sector and its assessment. Besides students, the book with its application-oriented approach would also be useful to CRM professionals. Key Features Discusses current CRM-related topics such as collaboration using social networks, mobile CRM (m-CRM), integration with ERP, etc. Supports text with numerous figures, tables, and exhibits to make presentation of concepts crisp and reader-friendly Includes variety of chapter-end exercises including objective type questions, concept review questions, critical thinking questions, and project assignments to test the understanding of the subject Provides chapter-end case studies to demonstrate challenges involved in CRM in real-life situations N. H. Mullick is Associate Professor of Marketing at Hamdard University, New Delhi. He has an experience of about 30 years in academia and industry and has previously been associated with Jamia Millia Islamia University and IIMT, Gurgaon, and also Zenith Computers and Onida. ONLINE RESOURCES

india.oup.com/orcs/9780199456758

The following resources are available to support the faculty and students using this text:

For Faculty PowerPoint Slides Instructor’s Manual Multiple Choice Questions Case Studies

For Students Flashcards Application of CRM-Software

 
        

 

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CUSTOMER RELATIONSHIP MANAGEMENT

CUSTOMER RELATIONSHIP MANAGEMENT

Mullick

ONLINE RESOURCES For Teachers and Students

CUSTO M ER R E L AT I O N S H I P M ANAGEMENT N. H. Mullick...