Customer Relationship Management

DREAMTECH MANAGEMENT TEXTBOOKS

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CD-ROM Contains Ø PowerPoint Presentations for each

chapter Ø Model question papers along with their

solutions

ISBN: 978-93-5004-454-4 | Pages: 464 | Author: Dr. Jaspreet Kaur Bhasin, KLSI | Price: ` 399/-w/CD

T

he book entitled Customer Relationship Management aims to help managers in establishing successful customer relationships. The concise and accessible style of the book is suitable for business professionals and students pursuing management courses. The book effectively blends together the theoretical and practical concepts of CRM that help readers to achieve a thorough understanding of the subject matter. The book also contains real-life examples and case studies to provide readers with a glimpse of the actual market environment. Moreover, a summary and learning exercise are supplemented at the end of each chapter to reinforce the concepts.

About the Authors: Dr. Jaspreet Kaur Bhasin is currently working as Associate Professor at New Era Institute of Professional Studies. She has also been teaching in business schools like Amity Business School, IITM (GGS University), etc. Dr. Bhasin has also been associated with the marketing teams of companies like Parle Agro Pvt. Ltd. She has been actively involved in corporate training in marketing and business communication in renowned companies like JKT, Noida. The author is an Accredited Management teacher from AIMA and has published many articles in well-known AIMA journals and magazines like Business and Management Chronicle. The author has presented about 20 research papers in reputed institutions like IIMs, IITs, Apeejay School of Management, etc. The proficient team at Kogent Learning Solutions Inc., and Dreamtech Press has seized the market of management books bringing excellent content in management education to the fore. The team is committed to excellence—excellence in quality of content, excellence in the dedication of thier authors and editors, excellence in the attention to detail, and excellence in understanding the needs of thier readers.

Table of Contents ? Introduction to CRM: Introduction | Concept of

Database | Database Marketing | Data Analysis ?

CRM | Types of CRM | CRM in Front-office and Back-

Sales and CRM: Introduction | Role of CRM in Sales |

office Operations | ? Importance of Relationship

Challenges in Sales | Customer Relationship Cycle

in Business: Introduction | Definition of

and Sales | Sales Force Automation ? Marketing

Relationship | Concept of Relationship Management

Automation: Introduction | Concept of Marketing

| Concept of Relationship Marketing | Relationship

Automation | Some Other Applications of Marketing

Marketing and CRM ? Planning a CRM Strategy:

Automation | Service and CRM: Introduction |

Introduction | Defining a CRM Strategy ? Selection

Concept of Customer Service | Concept of Service

of a CRM Tool: Introduction | Selecting a CRM Tool ?

Automation | Service Level Agreement ? Business

Managing a CRM Project: Introduction |

Network and CRM: Introduction | Concept of

Formulating a Pre-implementation Checklist |

Business Network | Relationships among Network

Formation of a CRM Development Team |

Members | Role of CRM in Business Network |

Implementation of a CRM Program | CRM Budget |

Concept of Business Network Management |

CRM Audit ? Creating Value for Customers:

Networking: A Tool for Developing a Strong Business

Introduction | Concept of Customer Value | Sources

Network ? Customer Portfolio Management:

of Creating Customer Value ? Customer Experience

Introduction | Concept of Customer Portfolio

and CRM: Introduction | Concept of Customer

Management | CPM Disciplines | Important Tools of

Experience | Methods for Improving Customer

CPM |

Experience | Strategies for Gaining Customer

Electronic CRM (e-CRM): Introduction | Concept of

Experience | Customer Satisfaction and Customer

e-CRM | Digital Marketing | Checklists for Successful

Loyalty | Influence of CRM Software on Customer

e-Business | Important CRM Software | Anticipating

Experience ? Managing Customer Life cycle:

the Buying Behavior of Online Customers ? Role of

C u s to m e r Ac q u i s i t i o n , Re te n t i o n , a n d

Human Resource in CRM: Introduction |

Development: Introduction | Defining a New

Relationship between CRM and HR | Importance of

Customer | Estimating Customer Value | Concept of

HR in CRM | Critical Success Factors for Human

CPM in Business-to-Business Context

?

Customer Lifetime Value | Methods for Acquiring

Resource in CRM | Hiring the Right Employees |

New Customers | Providing a Right Offer to

Training and Development of Employees |

Customers | Customer Acquisition Using Customer

Motivating Employees ? Role of CRM in Service

Data | Concept of Customer Retention | Customer

Sector: Introduction | CRM in Banking Sector | CRM

Retention Strategies | Concept of Customer

in Insurance Sector | CRM in Hospitality Industry |

Development | KPIs of Customer Acquisition,

CRM in Airline Industry | CRM in Retail Sector | CRM

Retention, and Development | Strategies for

in BPO Industry | Concept of Service Marketing ?

Terminating Customer Relationship ? Customer

Emerging Trends in CRM: Introduction | Latest

Database: Introduction | Concept of Customer

Trends in CRM | CRM in Rural Market |

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