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This compact and student-friendly text 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. The coverage includes the theoretical dimensions of the topic besides linking them with industry illustrations. In addition, the text brings to fore the role of IT in CRM, e-CRM technologies that facilitate data warehousing and data mining activities, and a host of other issues.
Key Features
? Provides latest advancements in CRM to keep the students abreast of these developments.
? Cases taken from service industries to lend practical orientation to the subject.
? Gives large number of illustrations to elucidate the concepts discussed.
? Review Questions at end of each chapter help students sharpen their comprehension of the subject.
? Gives Project Assignment in every chapter.
Mainly intended as a text for the students of Management, this book should be of immense use also for service industries such as retail, banking, insurance, and telecom. In addition, the book should prove to be an invaluable asset for professionals in service industries.ISBN-- 9788120335387
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Pages : 264
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