Customer Relationship Management : Text and Cases

Customer Relationship Management is the strongest and the most efficient approach in creating and maintaining relationships with the customers.

Development of a strong personal bonding with people drives the business to the new levels of success.

Once this personal/emotional linkage is built, it is very easy for any organization to identify the actual needs of the customers and serve them in a better way.

It is a belief that more the sophisticated strategies involved in implementing the customer relationship management, the more strong and fruitful is the business.

Most of the organizations apply dedicated world-class tools for maintaining the CRM systems into their workplace.

This book explains systematically the various concepts, cardinal principles, significance and other related aspects of CRM, thereby enabling the readers to have a deep insight into its various facets.

This book examines the observable and quantifiable relationship-building techniques and explains how they can be adapted for use by large multinational businesses.

The purpose of this book is to describe the elements of Customer Relationship Management in a very lucid form as they relate to marketing strategy. In this book, a sincere attempt has been made to provide a very comprehensive understanding of the subject in a systematic and simple form.

The book is written to serve as an introductory course in Customer Relationship Management at the undergraduate or graduate levels of courses.

Further, this text may be beneficial as an additional reading for most business courses - particularly marketing management as the content focus is on the interaction of marketing concepts and information systems/technology.

The cross-functional blend of marketing and information systems can be effective to provide a central focus in customer relationship management and marketing.