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Customer Relationship Management

	Customer Relationship Management by K. Govinda Bhat
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Book Summary of Customer Relationship Management
Table Of Content

1. Introduction
2. CRM Strategy and CRM Building Blocks
3. Types of CRM
4. CRM in Marketing
5. Customer Life Cycle Care: Leveraging Customer Service to Achieve CRM Success
6. CRM in e-Business
7. CRM Planning
8. CRM Implementation
9. Sales Force Automation (SFA)
10. Call Centre
11. CRM and Data Warehousing
12. HRM in CRM
13. CRM: Customer Retention Strategy
14. CRM “ Opportunities and Challenges isbn
9788184885385

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