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00000cam a2200000 7i4500 |
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20121017093000.0 |
| 008 |
120531s2012 ii eng |
| 020 |
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|a 0071333312 (paperback : alk. paper)
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| 020 |
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|a 9780071333313 (paperback : alk. paper)
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| 050 |
0 |
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|a HF5415.5
|b .M35 2012
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| 090 |
0 |
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|a HF5415.5
|b .M35 2012
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| 100 |
1 |
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|a Makkar, Urvashi ,
|e author
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| 245 |
0 |
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|a Customer relationship management
|c Urvashi Makkar, Harinder Kumar Makkar
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| 246 |
3 |
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|a CRM : customer relationship management
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| 260 |
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|a New Delhi, India :
|b Tata McGraw-hill ,
|c c2012
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| 300 |
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|a xvii, 274 p. :
|b ill. ;
|c 25 cm.
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| 504 |
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|a Includes bibliographical references and index
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| 505 |
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|a 1. Customer care -- 2. Customer life cycle (CLC) and customer lifetime value (CLV) -- 3. Relationship marketing -- 4. Customer relationship management (CRM) -- 5. Loyalty management -- 6. Service quality and service capacity planning -- 7. Customer-driven quality and QMS -- 8. CRM and sales force automation -- 9. eCRM -- 10. Planning and implementing CRM -- 11. Making CRM a success -- 12. IT of CRM and its integration -- 13. Future of CRM
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| 650 |
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0 |
|a Customer relations
|x Management
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| 700 |
1 |
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|a Makkar, Harinder Kumar ,
|e author
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| 999 |
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|a 1000147640
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
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