Customer Relationship Management: Concepts and Cases - Couverture souple

Rai, Alok Kumar

Couverture souple

ISBN 10 : 8120346955 ISBN 13 : 9788120346956

Editeur : PHI Learning, 2012

Synopsis

This thoroughly reed and enlarged edition brings to light the latest developments taking place in the area of Customer Relationship Management (CRM), and focuses on current CRM practices of various service industries. This edition is organised into five parts containing 19 chapters. Part I focuses on making the readers aware of the conceptual and literary developments, and also on the strategic implementation of the concepts. Part II discusses the research aspects of CRM. Part III deals with the applications of information technologies in CRM. Part IV provides the various newer and emerging concepts in CRM. Finally, Part V yses the CRM applications in various sectors, industries and companies. Primarily intended as a textbook for the students of Management, the book would prove to be an invaluable asset for professionals in service industries. <br><br> <strong>New to This Edition </strong> <ul> <li>Includes five new chapters, namely Research Techniques and Methods in Customer Relationship Management; Customer Satisfaction; Customer Loyalty; Service Quality; and Service Recovery Management, along with several additions of new text and reions of the existing text. </li> <li>Provides latest advancements in CRM to keep the students abreast of these developments. </li> <li>Gives as many as 16 Case Studies with critical ysis of different industries to help the readers understand the subject. </li> <li>Covers a number of illustrations to elucidate the concepts discussed. </li> <li>Gives Project Assignment in each chapter. </li> </ul>

Détails de l'édition

• Éditeur: PHI Learning
• Date d'édition: 2012
• Langue: anglais
• ISBN 10: 8120346955
• ISBN 13: 9788120346956
• Reliure: Broché
• Nombre de pages: 528
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible