St. Xavier's University, Kolkata
Fr. Arrupe Central Library
Online Public Access Catalogue

Customer Relationship Management : concepts and cases Alok Kumar Rai

By: Rai, Alok KumarMaterial type: TextTextLanguage: English Publication details: Delhi PHI Learning Private Limited 2013Edition: 2nd edDescription: xxiv; 501 P.BISBN: 9788120346956Subject(s): CUSTOMER RELATIONSHIP MANAGEMENTDDC classification: 658.812 RAI(CUS)Ed2
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Item type Current library Collection Call number Vol info Copy number Status Date due Barcode Item holds
MBA Referance MBA Referance St. Xavier's University, Kolkata
Reference Section
Reference R 658.812 RAI(CUS)Ed2 (Browse shelf (Opens below)) S.X.U.K 1004 Not For Loan UM257
MBA - Masters on Business Administration MBA - Masters on Business Administration St. Xavier's University, Kolkata
Lending Section
658.812 RAI(CUS)Ed2 (Browse shelf (Opens below)) S.X.U.K 1005 Available M845
Total holds: 0

Preface.Part I: Fundamentals of Customer Relationship Management
1. Relationship in Business: A Management Tool.
2. Customer Relationship Management: A Conceptual Foundation.
3. Customer Relationship Management: A Literary Perspective.
4. Customer Relationship Management Model: Comprehension and Implementation Model.

Part II: Research Dimensions of Customer Relationship Management
5. Research Techniques and Methods in Customer Relationship Management.
6. Customer Satisfaction.
7. Customer Loyalty.
8. Service Quality.

Part III: Information Technology Dynamics in Customer Relationship Management
9. Technological Developments in CRM.
10. Information Technology Implementation in CRM.
11. Customer Relationship Management through Information Technology Tools.

Part IV: Emerging Dimensions and Dynamics in Customer Relationship Management
12. Customer Retention and Experience Management.
13. Service Recovery Management.
14. People Factor in Customer Relationship Management.
15. Customer Relationship Management: Emerging Concepts and Perspectives.

Part V: Application Dynamics of Customer Relationship Management in Different Sectors and Industries
16. Customer Service in Service Sector.
17. Customer Relationship Management Practices in Rural Markets.
18. Customer Relationship Management Practices in Indian Service Business.
19. Customer Relationship Management: Practices and Application in Select Service Companies.
Index.


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