DREAMTECH MANAGEMENT TEXTBOOKS
In cl ud es
d
5 Ye ar s S olstve io ns
E xa m Q ue
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 |
Published by:
WILEY INDIA PVT. LTD.
DREAMTECH PRESS 19-A, Ansari Road, Daryaganj New Delhi-110 002, INDIA Tel: +91-11-2324 3463-73, Fax: +91-11-2324 3078 Email:
[email protected] Website: www.dreamtechpress.com
4435-36/7, Ansari Road, Daryaganj New Delhi-110 002, INDIA Tel: +91-11-4363 0000, Fax: +91-11-2327 5895 Email:
[email protected] Website: www.wileyindia.com
Exclusively Distributed by:
Regional Offices: Bangalore: Tel: +91-80-2313 2383, Fax: +91-80-2312 4319, Email:
[email protected] Mumbai: Tel: +91-22-2788 9263, 2788 9272, Telefax: +91-22-2788 9263, Email:
[email protected] facebook.com/dtechpress
twitter.com/dtechpress
linkedin.com/in/dreamtechpress
