Customer relationship management
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New Delhi, India :
Tata McGraw-hill ,
c2012
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| Subjects: |
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