rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Customer relationship management
  title info:
    title: CRM : customer relationship management
  name:
    name part: Makkar, Urvashi
    role:
      role term: creator
    role:
      role term: author
  name:
    name part: Makkar, Harinder Kumar
    role:
      role term: author
  type of resource: text
  origin info:
    place:
      place term: ii
    place:
      place term: New Delhi, India
    publisher: Tata McGraw-hill
    date issued: c2012
    date issued: 2012
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: print
    extent: xvii, 274 p. : ill. ; 25 cm.
  table of contents: 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
  note: Urvashi Makkar, Harinder Kumar Makkar
  note: Includes bibliographical references and index
  subject:
    topic: Customer relations
    topic: Management
  classification: HF5415.5 .M35 2012
  identifier: 0071333312 (paperback : alk. paper)
  identifier: 9780071333313 (paperback : alk. paper)
  record info:
    record creation date: 120531
    record change date: 20121017093000.0
    record identifier: 0000077818