000 01322 a2200133 4500
999 _c226513
008 201118b ||||| |||| 00| 0 eng d
020 _a9780199456758
100 _aMullick N. H.
245 _aCustomer Relationship Management
260 _bOxford University Press
_aNew Delhi
300 _a360
520 _aCustomer Relationship Management (CRM) is a comprehensive textbook designed to meet the needs of postgraduate management students specializing in marketing. It explains the concepts and application of CRM through numerous examples, exhibits and cases. The book is divided into four parts comprising twelve chapters. Part I on CRM Concepts and Processes introduces the subject and establishes the importance of understanding and collaborating with customers. Part II on Analytical CRM discusses database management, data mining and analysis. Part III on CRM Operations discusses the methods to design loyalty programs and role of marketing channels in CRM. The final part (IV) on CRM: Technology, Implementation and Applications includes discussions, technological developments of CRM, need for its implementation in the services sector and its assessment. Besides students, the book with its application-oriented approach would also be useful to CRM professionals.
654 _aMarketing (CRM)